Telephone Operator - Full-Time

TuftsMedicine, Inc.; United States; On-site; USD 24,000 - 30,000; Full time

Job summary

Tufts Medicine is hiring for an administrative/call center role at MelroseWakefield Hospital. You will answer calls on a PC switchboard, transfer to appropriate destinations, triage needs, and maintain patient confidentiality under HIPAA guidelines.

The role requires a high school diploma and may involve training, with emphasis on professional communication, teamwork, and efficient handling of time-sensitive codes. On-site at MelroseWakefield Hospital in the United States.

Qualifications

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

Responsibilities

• Efficiently answer a PC switchboard console using professional telephone etiquette and standardized greeting.
• Triage requests to determine caller needs and connect to the appropriate destination.
• Prioritize calls and manage time effectively to achieve desired results.
• Communicate with patients, clients, providers, and staff using computer-based communication systems.
• Activate time-sensitive clinical and emergency codes as directed.
• Collaborate with the team to ensure accurate handling of calls and maintain patient confidentiality per HIPAA.

Skills

Customer service

Call handling

Education

High school diploma or equivalent

Tools

Spok

TigerConnect

Job description

Hours

40 hours per week; Monday through Friday 11:00 AM to 7:00 PM

Location

Onsite at MelroseWakefield Hospital

Requirements

Candidate must attend virtual orientation on your start date (Monday, 8:30-5 PM). Candidate must be able to complete at least 2-3 weekdays of daytime training (8:00-3 PM) for the first 3-4 weeks. Additional training may be required during regular scheduled hours. Training length dependent on the individual.

Job Profile Summary

This role focuses on providing administrative and business support to the organization in order to achieve operational goals. In addition, this role focuses on performing the following General Administration duties: Produces documents, collects, records, sorts and files information, handles mail, prepares routine reports, makes travel arrangements, arranges appointments, responds to inquiries, data entry, and operates office equipment. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

Job Overview

This position is responsible for answering calls on a PC switchboard console using professional telephone etiquette and transferring calls to appropriate destination. Responsible for activating time-sensitive clinical and emergency codes as directed.

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.
• Triage requests effectively and efficiently to accurately determine the caller’s needs and appropriately connect the caller to their destination.
• Prioritize calls and utilize time effectively to accomplish desired results.
• Effectively communicate directly with patients, clients, providers, internal and external staff while utilizing computer-based communication systems.
• Activate time-sensitive clinical and emergency codes as directed.
• Effectively communicate and collaborate with team to ensure swift and accurate handling of calls.
• Maintain a focus on customer service and patient confidentiality while adhering to all 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 emergency panels, e.g., Code Blue, STATS, Comprehensive Disaster, etc.
• Activate code procedures and notify all necessary staff using PC switchboard console, overhead announcement, and paging/texting services across various networks.
• Maintain documentation of all codes in code log.
• Collaborate with team to effectively contribute to the team’s goals and achievements and foster a positive work environment.

Physical Requirements

• Frequent sitting, occasional standing & walking, and 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 continuously perform repetitive tasks accurately under conditions of constant interruption and frequent pressure.
• Excellent customer service skills.
• Ability to work as part of a team.
• Ability to adapt to changing situations and demands.
• Ability to remain composed in stressful situations.
• Time management, planning and organizational skills.
• Skilled in Microsoft applications - Word, Excel, Outlook, Teams.

At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day. The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals. Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth - one of the many ways we invest in you so you can thrive both at work and outside of it.

Pay Range: $17.57 - $21.96 based on full-time equivalent

Tufts Medicine is a leading integrated health system bringing together the best of academic and community health care to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Healthcare, an expansive home care network and a large clinically integrated physician network, Tufts Medicine has more than 15,000 dedicated employees and caregivers. The health system came together in 2014 to leverage the experience of its member organizations and integrate their missions to together transform the ways that consumers engage with and experience their care.