Telephone Operator- Nights, Oakland

UPMC; Pittsburgh (Allegheny County); Hybrid; USD 32,000 - 42,000; Full time

Job summary

University of Pittsburgh Physicians is hiring a full-time Telephone Operator for the Office of Referring Physician Relations (OPR). The role handles inbound calls to the UPMC toll-free line across multiple Western PA hospitals and coordinates paging and medical consults.

Night shift hours are 11pm–7am with rotating weekends/holidays; training occurs on the daylight shift. This is a hybrid-work position with multi-hospital coordination and emergency paging responsibilities.

Qualifications

• High school graduate or equivalent.
• 1 year of experience answering calls or customer service.

Responsibilities

• Train new operators.
• System data entry on request.
• Serve multiple answering service clients.
• Process emergency codes or STAT pages.
• Initiate voice pages as required.
• Provide physician on call information to requesting individuals.
• Use the required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients and transfer calls.
• Provide status updates on any page in progress.

Skills

Customer service

Phone etiquette

Multiline handling

Education

High school diploma or equivalent

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.

High school graduate or equivalent. 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience. Must be able to work all shifts, 7 days a week. Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran