Telephone operator at Tufts Medicine Melrose, MA

Tufts Medicine; Melrose (MA); Sur place; USD 22 041 - 30 307; Plein temps

Résumé du poste

Tufts Medicine is seeking a telephone operator in Melrose, MA, primarily onsite at Melrose Wakefield Hospital. The role involves answering calls, transferring to appropriate destinations, triaging caller needs, and maintaining patient confidentiality under HIPAA.

Required to work a minimum schedule and coverage as needed, with at least a high school diploma. Prior call center experience and familiarity with Spok and TigerConnect are preferred.

Qualifications

• High school diploma or equivalent.
• Experience in a call center environment preferred.
• Experience with Spok and TigerConnect applications preferred.

Responsabilités

• Answer calls on a PC switchboard console with professional telephone etiquette.
• Transfer calls to appropriate destinations in a timely manner.
• Tri-age requests to determine caller needs and connect to destination.
• Prioritize calls and manage time effectively to achieve results.
• Communicate with patients, providers, and staff using computer-based systems.
• Activate time-sensitive codes as directed and document codes in the code log.

Connaissances

Customer service

Time management

Organizational skills

Team player

Adaptable

HIPAA compliance

Formation

High school diploma

Outils

Spok

TigerConnect

Description du poste

Telephone operator job at Tufts Medicine. Melrose, MA.

Hourly/Location

Hours: Per diem; please see Requirements section. Location: Onsite at Melrose Wakefield Hospital.

Requirements

• Required to work a minimum of 16 hours per 2‑week scheduling block (subject to department needs & supervisors’ discretion).
• Minimum weekend coverage as needed.
• Minimum two holidays per year: one between November–May and one between June–November.

Job Profile Summary

This role focuses on providing administrative and business support to the organization in order to achieve operational goals. General administration duties include producing documents, collecting, recording, sorting, and filing information, handling mail, preparing routine reports, making travel arrangements, arranging appointments, responding to inquiries, data entry, and operating office equipment. The role is mainly supportive, under supervision, and does not require prior experience.

Job Overview

Responsible for answering calls on a PC switchboard console using professional telephone etiquette and transferring calls to appropriate destinations.

Job Description / Minimum Qualifications

• High school diploma or equivalent.

Preferred Qualifications

• Experience working in a call center environment.
• Experience with Spok and TigerConnect applications.

Duties and Responsibilities

• Efficiently answer a PC switchboard console using professional telephone etiquette and standardized greeting.
• Use console functions to transfer calls to destination in a timely manner.
• Tri‑age requests effectively and efficiently to accurately determine caller’s needs and connect to destination.
• Prioritize calls and utilize time effectively to accomplish desired results.
• Communicate directly with patients, clients, providers, internal and external staff using computer‑based communication systems.
• Activate time‑sensitive clinical and emergency codes as directed.
• Collaborate with the team to ensure swift and accurate handling of calls.
• Maintain focus on customer service and patient confidentiality while adhering to HIPAA regulations.
• Initiate requests for pages using page system or other messaging applications.
• Navigate and use multiple platforms to retrieve call information.
• Capture non‑clinical information from callers and provide accurate information to clinical providers.
• Monitor all emergency code lines and panels (e.g., Code Blue, STATS, Comprehensive Disaster).
• Activate code procedures and notify all necessary staff using PC switchboard console, overhead announcement, and paging/texting services across networks.
• Maintain documentation of all codes in the code log.
• Collaborate with team to contribute to team goals and foster positive work environment.

Physical Requirements

• Frequent sitting, occasional standing & walking, lifting of 5–10 lbs.
• Requires manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment.
• Requires ability to see computer screen, monitoring equipment and reports.

Skills & Abilities

• Ability to perform repetitive tasks accurately under constant interruption and pressure.
• Excellent customer service skills.
• Team player.
• Adaptable to changing situations and demands.
• Remain composed in stressful situations.
• Time management, planning and organizational skills.
• Proficient in Microsoft applications – Word, Excel, Outlook, Teams.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home – an expansive home care network, and a large integrated physician network.

We are an equal‑opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at [e-mail].