Telephone Operator PD

Mount Sinai Medical Center of Florida, Inc.; Miami Beach (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Paid time off

Retirement plan

Tuition reimbursement

Wellness program

Job summary

Mount Sinai Medical Center of Florida, Inc. is seeking a dedicated Telecommunications Associate to manage incoming calls, provide information to patients and staff, and support on-call paging and hospital code procedures.

The role emphasizes professionalism, accurate logging, and coordination with multiple departments in a fast-paced hospital setting. Ideal candidates have a high school diploma or GED, experience in a contact center or office environment, and excellent communication skills to

Qualifications

• High school diploma or GED required.
• Experience in a contact center or office setting preferred.
• Excellent communication skills and professional phone demeanor are essential.

Responsibilities

• Answer all incoming calls promptly and professionally.
• Follow department customer service standards for phone communications.
• Refer callers to appropriate departments and resources as needed.
• Document responses and page logs according to procedures.
• Notify supervisors of schedule changes and on-call updates.
• Handle emergency lines promptly and coordinate with staff per hospital codes.

Skills

Customer service

Communication skills

Phone etiquette

Education

HS diploma/GED

Job description

As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department: CC019370 Telecommunications

Job Description Summary: see JD

Position Responsibilities

• Answers all incoming calls, inlciding page phone and switchboard in a timely manner placing them on hold as necessary.
• Follows customer service standards for phone communications as set by department management, based on Customer Service training session and materials.
• Requests assistance from Supervisor and/or Team Lead when encountering challenging calls or the need for clarification.
• Answers the Switchboard in a timely manner and doesn’t let calls wait in queue.
• Assists callers with information as needed.
• Requests the assistance of other departments with a call rather than blind transferring calls to unaware recipients.
• Utilizes reference material when needed.
• Pages all personnel based upon approved schedule as needed.
• Understands and interprets all hospital codes and identifies communication action for each code.
• Responds to hospital codes and notifies all pertinent hospital personnel as required by department procedures.
• Records all responses to hospital codes.
• Records pages sent to on-call personnel.
• Notify Supervisor of any changes to the on-call schedule upon notification of a change.
• Refers callers the IT Service Desk to report all pager, telephone and computer repair issues.
• Monitors alarm indicators and enunciators for hospital locations and notifies appropriate personnel.
• Immediately answers Emergency / 123 lines and responds immediately by notifying the appropriate staff.
• Demonstrates a strong sense of urgency to all emergency calls.
• Says his / her name upon answering each incoming call.
• Reads and follows department memo’s and communications, as required.
• Attends department staff meetings.
• Assists staff and patients with long distance calls as authorized in established department procedures.
• Records the required information on the long distance log sheet.
• Implements AOC’s (Administrator On Call) instructions to send out/activate the Disaster/Management notification.
• Updated the department “white/information board” as needed.
• Follows medical center's policy regarding releasing any patient information.
• Reports to assigned work area on time and adheres to designated schedule.
• Handles each call in a professional manner and treats callers with respect and courtesy.

Qualifications License/Registration/Certification Not applicable

Education HS diploma/GED or equivalent experience Experience Contact Center or office experience preferred. Excellent communication skills.

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs: Health benefits Life insurance Long-term disability coverage Healthcare spending accounts Retirement plan Paid time off Pet Insurance Tuition reimbursement Employee assistance program Wellness program On-site housing for select positions and more!

Degree Requirements: Certification

More than 4,000 people work at Mount Sinai Medical Center at more than a dozen locations throughout sunny South Florida, including our flagship, 672-bed hospital on Biscayne Bay at the gateway to Miami Beach. We’re the largest, independent, not-for-profit hospital in South Florida, and we’re the only hospital Healthgrades recognized for four years running as one of the top 5% in the nation. Clearly, clinical excellence is at our core.