Telecom Operator

Job Description:

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Telecom Operator

ROLE: See job description for Administrative Partner for generic job duties.

AREA OF ASSIGNMENT: Information Technology

HOURS OF WORK: As required to fulfill responsibilities

RESPONSIBLE TO: Manager Clinic and Ancillary Applications

PREREQUISITES:

• High School Graduate or equivalent () preferred.

• Demonstrates basic skills in keyboarding (40 wpm) and using a personal computer in the Windows environment.

• Ability to communicate effectively in oral and written form in English language.

• Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly.

• Excellent customer service skills.

• Knowledge of medical terminology and abbreviations preferred.

QUALIFICATIONS:

• Previous experience in a hospital answering service or call center preferred.

• Demonstrates effective communication and interpersonal skills with a diverse population.

• Able to carry out assignments independently and exercise good independent judgment.

• Excellent problem solving, organizational and time management skills.

• Conducts all personal interactions with tact, poise, courtesy and respect.

• Demonstrates ability to decipher hand written notes.

• Demonstrates ability to handle emergent situations.

• Neat and well groomed in appearance, following departmental personnel standards.

• Demonstrates reliable attendance and job performance.

UNIQUE PHYSICAL/MENTAL DEMANDS,ENVIROMENT & WORKING CONDITIONS: In addition to the generic administrative partner job description

• Requires planning, organizing and working on multiple tasks at one time.

• Must be able to handle stressful situations in a calm and professional manner.

• Must be able to sit for extended periods.

• Must be able to withstand the repetitive motion of keyboarding for extended periods of time.

PERFORMANCE RESPONSIBILITIES:

A. Generic Job Functions: See Generic Job Description for Administrative Partner

B. Unique Job Functions:

• Operates switchboard, answering service, TTY telephone, and all other communication equipment.

• Answers incoming calls by the third ring 90% of the time, screens and directs calls to proper personnel in a prompt and courteous manner.

• Provides paging services within 30 seconds of request 90% of the time.

• Responds to all requests according to departmental policies and procedures.

• Receives, documents, and dispatches messages to doctors and/or connects caller directly to doctors.

• Records all messages and files as appropriate.

• Communicate all information to clients per their instructions.

• Reports any changes in on-call status and other pertinent information to supervisor or lead operator and other operators immediately.

• Updates client accounts with new information according to department procedures.

• Initiates appropriate actions when alarms are activated

• Performs clerical duties as assigned per instruction from Manager or Supervisor.

• Documents all incidents and events, and relays them to the Supervisor within 24 hours.

• Keeps Supervisor informed of work status by providing weekly objectives with time estimates.

• Promptly notifies Supervisor of problems, unexpected tasks and missed targets.

• Performs all job junctions in a manner consistent with Valley's cultural expectations defined as Valley Values. These characteristics include quality performance, demonstrating compassion, respect, teamwork, community centered awareness and innovation.

• Other duties as assigned to facilitate accurate timely processing of calls.

Date Developed: July 29, 1998

Date Revised: October 2004, February 2008, June 2013

Date Reviewed: 1/09, 11/10, 1/2013, 6/2013

Job Qualifications:

PREREQUISITES:

• High School Graduate or equivalent () preferred.

• Demonstrates basic skills in keyboarding (40 wpm) and using a personal computer in the Windows environment.

• Ability to communicate effectively in oral and written form in English language.

• Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly.

• Excellent customer service skills.

• Knowledge of medical terminology and abbreviations preferred.

QUALIFICATIONS:

• Previous experience in a hospital answering service or call center preferred.

• Demonstrates effective communication and interpersonal skills with a diverse population.

• Able to carry out assignments independently and exercise good independent judgment.

• Excellent problem solving, organizational and time management skills.

• Conducts all personal interactions with tact, poise, courtesy and respect.

• Demonstrates ability to decipher hand written notes.

• Demonstrates ability to handle emergent situations.

• Neat and well groomed in appearance, following departmental personnel standards.

• Demonstrates reliable attendance and job performance.