Telephone Operator- Nights, Oakland

UPMC Mercy Health Center; Pittsburgh (Allegheny County); Hybrid; USD 32,000 - 40,000; Full time

Job summary

University of Pittsburgh Physicians in Pittsburgh is hiring a full-time Telephone Operator for the Office of Referring Physician Relations (OPR). This role handles inbound calls across multiple hospital lines and coordinates paging and physician on-call information.

Working the night shift (11pm–7am) with a hybrid schedule, you will join a team managing emergency codes, medical consults, and high-volume communications while providing courteous, accurate service to patients and staff.

Responsibilities

• Provide service to multiple answering service clients utilizing individualized protocols.
• Process appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide Physician on call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine callers requirements and transfer call.
• Provide status report on any page in progress to the individual requesting the page.

Job description

University of Pittsburgh Physicians is hiring a full-time Telephone Operator for the Office of Referring Physician Relations (OPR). Our OPR Hospital Operators team is the largest group and reach of operators in Western PA. This position will answer inbound calls into the UPMC tollfree line, Children's, Magee, Presbyterian, Mercy and Shadyside, with a partnership with Passavant's McCandless and Cranberry campus for overnight calls, which, on average, is a 3 million call volume annually, to send pages and to connect to patients and offices. You will also facilitate codes and medical consults for our hospitals.

This position will work the Night shift (11pm-7am) and offers a hybrid work schedule. This position does require working rotating weekends and holidays. Training for this position will take place on the daylight shift.

Purpose

Under direct supervision, serves as the main point of contact with the public and with all hospital departments in routine as well as emergency situations.

Responsibilities

• May train new operators.
• May be required to do system data entry on request.
• Provide service to multiple answering service clients utilizing individualized protocols.
• Process appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide Physician on call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine callers requirements (extension desired, information requested, etc.) and transfer call.
• Provide status report on any page in progress to the individual requesting the page.