Telephone Operator- Nights

ESSENTIAL FUNCTIONS

Articulates the job's main responsibilities. This is not intended to be an exhaustive list of all essential functions or all duties performed. The essential functions listed below and percentage of time may vary between departments and locations, and are subject to change based on management discretion and organizational needs. Other responsibilities may be assigned at the discretion of management to meet organizational needs.

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
Promptly answers incoming calls and asks appropriate questions to properly direct the call
Assist callers by providing needed information and/or transferring to the appropriate person or department.
Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
Communicates effectively with patients, physicians and other departments regarding delays
Practices de-escalation and service recovery methods
Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
Brings forth any compliance or ethics issues and recommendations for operational improvement
Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
Initiate all stat and emergency calls following the departments policy and procedure for handling emergent. Notify appropriate personnel, activate group pagers, ANNOUNCE OVERHEARD WHEN REQUIRED, follow up with telephone call to ensure all staff has arrived.
QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required or preferred.

Education - Required

High School Diploma/GED

Experience - Required

1 year No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.

Experience - Preferred

1 year 1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.

Knowledge, Skills and Abilities - Required

Telecommunications System – Spok, Paging, Paging Systems, Cell Phones and related systems and equipment

Computer Skills

Communication and Problem Solving

Multi-tasking – Ability to navigate multiple screens while talking

Medical Terminology

Additional Qualifications

Proficiency in a second language is a major plus.

Work Shift

Workday Night (United States of America)
Worker Sub Type

Regular