Communications Operator - PD

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We're committed to bringing passion and customer focus to the business.

Department:

The Communications Operator serves as the central point of contact for our Salinas Valley Health Medical Center. This role manages incoming and outgoing telephone communications, operating the Salinas Valley Health phone system and ensures seamless communications between patients, families, staff, providers, and other external callers. The Communications Operator handles a wide range of internal and external inquiries while prioritizing emergency code call management. This role requires precision, critical thinking, and the ability to maintain calm while executing procedures efficiently and accurately. Works under the supervision of the Telecommunications Supervisor.  Performs other duties as assigned.

Telephone Operations and Call Management:

• Operates the Salinas Valley Health telephone system to handle inbound and outbound high call volumes.  

• Professional Communication: Answer incoming calls, emails, and other communications in a professional, courteous, and efficient manner.

• Skillfully de-escalate difficult or sensitive situations with callers, demonstrating empathy and problem-solving skills to resolve issues effectively.

• Operate telecommunications equipment, paging systems, and emergency communications systems.

• 24/7 Monitoring & Response: Actively monitor multiple communication channels for emergency code calls (e.g., Code Red, Code Blue, Code Yellow, etc.) and respond immediately according to established protocols.

• Overhead Paging & Dissemination: Accurately and clearly initiate and manage overhead code paging system to broadcast critical information to designated personnel and departments.

• This position also handles a diverse array of communications, providing professional and efficient service, and adeptly de-escalating challenging situations as necessary.

Patient and Visitor Services:

• Provide general information about Healthcare System services, visiting hours and facility policies.

• Monitors the building access system as required.

• Connect callers with patient rooms while adhering to Health Insurance Portability and Accountability Act (HIPAA) privacy regulations. Assist patients and families with room location and visitor directions.

Customer Service Excellence:

• Provide compassionate and professional service to patients, families, and visitors.

• Handle difficult or emotional calls with empathy and appropriate resources

• Maintain calm demeanor during high-stress situations

• Follow up on caller concerns and ensure resolution

• Represent the facility positively in all communications

Information Management:

• Log and track all emergency code calls, including time, date, nature of emergency, and actions taken, ensuring accurate record-keeping.

• Maintain accurate and detailed records of all interactions and communications as required by policies and procedures.

Emergency Communications:

• Respond to emergency calls and activate appropriate response protocols, policies and procedures

• Maintain clear and effective communications with emergency services, internal security, medical staff, and other relevant departments during emergency events.

• Protocol Adherence: Strictly adhere to all established emergency response protocols, policies, and procedures.

• Performs other duties as assigned.

Education: High school diploma or GED required.

Licensure: None.

Experience: Six months recent experience as an operator, or the equivalent required. Fluency in Spanish is required for this position. The ability to communicate effectively with Spanish-speaking callers for purposes of executing the responsibilities of this position.

Salary Range: The hourly rate for this position is $28.86 - $31.97. The range displayed on this job posting reflects the target for new hire salaries for this position.

Job Specifications:

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!