Telephone Operator (On-Site) Full-time (Days) & Part-time (Nights)

St. Luke's University Health Network; Allentown (Lehigh County); On-site; USD 21,000 - 26,000; Full time

Job summary

St. Luke’s University Health Network is seeking an Operator to provide indirect patient care in a fast-paced Telephone Call Center.

The role handles high-volume calls, verifies demographics and transfers to appropriate staff, while maintaining courteous communication with patients and clinicians. Responsibilities include monitoring alarms, paging hospital staff, handling emergency communications, and supporting on-call teams.

Qualifications

• High School Diploma or GED required.
• 1 year Call Center experience preferred.
• Experience with medical terminology preferred.
• EPIC experience preferred.

Responsibilities

• Provides callers with information by promptly answering inbound and internal calls in a professional manner and identifying the hospital.
• Places, receives, and routes a high volume of calls via switchboard or other applications.
• Maintains working knowledge of switchboard and staff paging features and functions.
• Page members of the hospital staff via radio, paging system(s) and/or public address systems.
• Notifies required on-call personnel of emergency situations.
• Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services.
• Demonstrates ability to multitask and prioritize accordingly.
• Provides good listening skills and customer service.

Skills

Call Center

Medical terminology

Data entry

EPIC experience

Education

High School Diploma / GED

Tools

EPIC software

Job description

St. Luke’s is proud of the skills, experience and compassion of its employees. The employees of St. Luke’s are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient’s ability to pay for health care.

The Operator will provide indirect patient care in a fast-paced Telephone Call Center. Obtains and verifies demographics from callers when applicable. Performs clerical duties and has the ability to multitask in a high call volume atmosphere. Meets the communication needs of the patient/family, and the medical staff. Responsible for call monitoring, transferring and paging hospital staff, forwarding telephone calls in a fast, efficient and courteous manner and provide general physician paging services as required. Handles emergency code operations for hospital sites, monitors emergency alarms and processes. Communicates all necessary changes, enhancements and procedures to all necessary department teams. Participates in performance improvement activities as well as Network wide initiatives.

JOB DUTIES AND RESPONSIBILITIES:

• Provides callers with appropriate information by promptly answering all inbound and internal calls in a professional manner; identifying the hospital and using appropriate salutations.
• Places, receives, and routes a high volume of calls via switchboard or other applications.
• Maintains working knowledge of switchboard and staff paging features and functions.
• Page members of the hospital staff via radio, paging system(s) and/or public address systems.
• Notify required on-call personnel of emergency situations.
• Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services to security and emergency on call teams as required by the given situation.
• Provides base communication support for Emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
• Ability to multitask and prioritize accordingly.
• Demonstrates good listening skills and customer service.
• Demonstrates a complete knowledge of job responsibilities.

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting for up to 8 hours per day, 4 hours at a time. Continuously fingering and handling for data entry, typing, etc., and occasional twisting and turning. Uses upper extremities for occasional lifting and carrying of up to 20 pounds of files. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Hearing as it relates to normal conversation and telephones. Seeing as it relates to general vision. Visual monotony when reading reports and reviewing computer screens.

EDUCATION:

High School Diploma / GED required

TRAINING AND EXPERIENCE:

1 year Call Center experience preferred

Previous experience in a role utilizing medical terminology preferred

Previous general computer experience with data entry required

Previous EPIC experience preferred

St. Luke’s University Health Network is an Equal Opportunity Employer.