Lead Telecom Operator

Work Shift:

Evening (United States of America)

Capital Health is the region’s leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

Lead Telecom Operator

JOB CODE: 50605

SUMMARY (BASIC PURPOSE OF THE JOB)

Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. References and utilizes organization on-call schedules including physician, operating room, laboratory, and anesthesia departments. Provides language and hearing specialized services to patients, physicians, and community. Monitors mechanical, gas, and fire alarms centralized in the switchboard area. Assisting the manager with scheduling employees. Assisting the manager with the evaluation process of employees. Assisting the manager with any other daily duties. Assist in training new employees.

MINIMUM REQUIREMENTS

Education: High school diploma or equivalency.

Experience: Six months previous customer service experience utilizing voice communication over the telephone.

Other Credentials: 

Knowledge and Skills: Clear communication skills. Well versed in English. Good hearing and excellent customer service skills.

Special Training: Formal on the job customer service training preferred.

Usual Work Day: 8 Hours 

ESSENTIAL FUNCTIONS

Uses established scripts in answering and processing calls. Transfers internal calls successfully within established time frame of request. Routes calls to requested destinations within established time frame. Places callers on hold as required without call termination.

Operates overhead paging as needed within the assigned guidelines. Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.

Answers code telephones within two rings and obtains pertinent information for code initiation and location. Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensures pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately.

Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.

References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames. Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.

References schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily.

Notifies desired interpreter without delay for appropriate language need. Makes connection between interpreter and patient within required time frame. Uses appropriate client identification number for specific interpreter services or type of vendor utilized. Verifies that callers are properly connected to interpretive service provider.

Provides equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment.

Associates ring tone with appropriate type of alarm within established time frame. Silences alarm as required.

Notifies appropriate hospital personnel to resolve issue within established guidelines.

Follows up on resolution as needed. Provides information to other affected departments as needed within established time frames.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequent physical demands include: Keyboard use/repetitive motion , Taste or Smell

Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities

Continuous physical demands include: Sitting , Talk or Hear

Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.

Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Moderate Depth Perception, Accurate Hearing

Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens , Chemical , Airborne Communicable Disease , Extreme Temperatures , Radiation , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.

“Company will never ask candidates for social security numbers or date of birth during application phase. If you are asked for this information online, you may be a target for identity theft.”

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