Telephone Operator (SW)

Summary: Process incoming telephone calls, and outgoing calls via an electronic console. Dispatches reports to failures/troubles in the communication systems/network. Obtain pertinent information for messages for Medical Staff and on-call physicians. Locates on-call and in-house medical and hospital staff members utilizing various communication systems.

Education: High school graduate or equivalent. Some formalized business training preferred.

Experience: Prior experience as Console Operator preferred.

Skills and Abilities:

• Answer incoming calls in a timely manner, answering all incoming calls. Answer questions of caller according to hospital policy and direct calls to the appropriate department.

• Overhead page authorized personnel over PA system in accordance with policy with regard to the time of day.

• Maintain a beeper list and beeps personnel according to type of pager. In addition to issuing, setting up and troubleshooting issues with pagers.

• Knowledgeable of the different panels and all alarms within the Communications Center and what they are for so that the appropriate policies can be followed to notify the appropriate personnel when an alarm triggers.

• Immediately notify Engineering and/or Safety/Security when alarms or equipment malfunctions or when unsafe conditions occur.

• Learn all departmental policies, especially correct procedures as they pertain to alarms and codes in emergency situations and know his/her role in implementing plan and the hospital call back-roster.

• Creates trouble tickets for phone repair calls.

• Assist in the training of new Communication Center Operators as directed.

• Perform other related duties incidental to the work described herein

Working Conditions, Physical Environment and/or Safety Requirements : Visual acuity and hand dexterity. Physical ability involves variety of body movements including stooping, bending, kneeling, lifting, standing, walking, climbing, twisting, stretching and reaching. Physical ability involves pushing, pulling and lifting more than 10 lbs. Small office with continuous interruptions by physicians, interns, and security. Highly demanding/stressful workload. Handle approximately one to three call per minute on average to avoid backlog of calls and prevent delays. Attends all related safety training and all other training programs as required