BASIC FUNCTION:
A Telecommunications operator must be able to coordinate the activities of the call center including in-coming and out-going calls, paging our Physician’s, staff, and technician’s. A Telecommunications operator must be able to remain calm and efficient during codes and any emergency.
JOB DUTIES:
1. Daily use of Phones.
2. Internal paging by using software designed for paging.
3. Telecommunication’s operator will use both Capital Fire Equipment Fire Panel/Notifier and Overhead paging for Codes along with paging pagers/cell phones to alert colleagues of fire, disasters, code blue, or other emergency situations. (Actions based on standing instructions and experience).
4. Monitor emergency alarms-Code Blue alarms, Capital Equipment Notifier Fire Panel, Medical Alarms, Blood Bank Ref/Freezer alarms, Elevator alarms, Duress Alarms, generator alarm and weather radio.
5. Monitor’s STAT line (5555)
6. Pleasing telephone voice. Answering the phone in a courteous and professional manner.
7. High tolerance level for dealing with a potentially stressful environment and reacting in an appropriate manner when an emergency occurs.
8. All other duties assigned by Telecommunications Manager.
9. Checked emails and online learning assignments (Relias) on a regular basis.
10. Training of new colleagues will occur on all shifts, especially the second and third shift due to the lower volume of calls during these shifts.
HEALTH CARING STANDARDS / VALUES:
1. Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible.
2. Exceed the expected and anticipate the unexpected by asking, “Is there anything else I or a fellow Colleague can do for you?”
3. Always provide a comforting, timely, caring departure, or discharge, and always say thanks for allowing us to serve.
4. Integrity, openness, and fairness in all you do.
5. Teamwork
6. Pride in Department
7. Individual creativity and Innovations
8. Compassion and caring
9. Maintain department and hospital standards and policies.
Age-Appropriate Care:
Colleague has been instructed in providing customer service and on interacting with age groups as related to the department's general client population: including use of appropriate interventions, communication, and skills to match the age and/or abilities of the patient/family.
MACHINES, TOOLS & EQUIPMENT USED:
Colleagues must be knowledgeable of various paging systems, keyboarding skills, and operation of a switchboard/call center.
EDUCATION, TRAINING & EXPERIENCE:
High School diploma or equivalent.
A Telecommunications operator must have a high tolerance level for dealing with a potentially stressful environment and react in an appropriate manner when an emergency occurs.
Previous experience preferred.
Must be computer literate to complete task(s) as required. Use of the hospital Support Software. Halogen (performance appraisal system) Relias (educations System), ability to retrieve e-mails, complete online enrollment for health insurance/benefits and any other programs as assigned.
PHYSICAL REQUIREMENTS:
Must be able to sit for extended periods of time up to 8hrs.
Some standing and lifting may be required (Lifting will not exceed twenty-five pounds)
Able to bend and reach items on floor, desk level, and overhead.
Able to see clearly and hear normal speaking tones.
Able to communicate verbally interpersonally and over the telephone in a clear and concise speech.
RESPONSIBLE TO:
Communications Manager
This description is intended to describe the essential job duties and the essential requirements for the performance of this job.
