Central Telecommunications Operator

Job Summary: To answer and route inbound calls and messages to hospital/Medical staff. Dispatching of routine and critical clinical messages and vital patient statistics to designated hospital staff. Monitor and react to alarms and codes. Maintain accurate on-call schedules for departments and physicians.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: None.

Work Experience: 2 or more years of experience. Hospital, emergency dispatch, or call center experience, preferred. Knowledge of medical terminology, preferred.

Knowledge, Skills and Abilities: Excellent interpersonal and communication skills and multi-tasking abilities. Ability to effectively operate various telecommunications systems. Must be able to effectively deal with people and highly stressful situations. Ability to act quickly, decisively, and accurately while in a stressful situation. Ability to be friendly, upbeat and polite at all times under stress. Ability to defuse tense situations. Must be flexible to work various days, weekends and holidays and various shifts. Basic knowledge of telephone/computer technology and equipment including ASCOM system.

Essential Functions and Responsibilities: Answer incoming calls in a courteous manner and accurately directing each to the appropriate department or individual while maintaining an average answer time of 99%. Responsible for the accurate paging of notifications based upon situation/request to the appropriate personnel. Accurately answer, document and relay information related to the Medicall answering service. Monitor, communicate and forward information pertaining to codes, alerts, alarms and drills according to established policies and protocols, including disaster management plans. Responsible for inputting and deleting account update/notations that supersede outdated account notations; alerting management to problems that could result in negative customer service through hardware/software deficiencies or protocol changes.

Decision Making: Independent judgment in making minor decisions where alternatives are limited and standard policies/protocols have been established.

Working Relationships: Works directly with patients and/or customers. Works with internal/external customers. Works with other healthcare professionals and staff.

Special Job Dimensions: Accurate typing speed of 40 words per minute or higher.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job.  This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

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