Telephone Operator - Full Time, Evenings

Title: Telephone Operator

Hours: 40 hours per week; Monday through Friday from 2:30-11:00 PM. On-call rotation every 5th week.

Location: Onsite at Tufts Medical Center in Boston, MA.

Requirements: Must attend virtual orientation and in-person orientation on Monday and Tuesday during daytime hours.

Job Profile Summary 

This role focuses on providing administrative and business support to the organization in order to achieve operational goals.In addition, this role focuses on performing the following General Administration duties: Produces documents, collects, records, sorts and files information, handles mail, prepares routine reports, makes travel arrangements, arranges appointments, responds to inquiries, data entry, and operates office equipment. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment.  The majority of time is spent in the delivery of support services or activities, typically under supervision. An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

Job Overview
This position is responsible for answering calls on a PC switchboard console using professional telephone etiquette and transferring calls to appropriate destination. Responsible for activating time-sensitive clinical and emergency codes as directed.

Job Description
Minimum Qualifications:
1. High school diploma or equivalent.

Preferred Qualifications:
1. Experience working in a call center environment.
2. Experience with Spok and TigerConnect applications.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Efficiently answer a PC switchboard console using professional telephone etiquette and standardized greeting. Use console functions to transfer calls to destination in a timely manner.
2. Triage requests effectively and efficiently to accurately determine the caller’s needs and appropriately connect the caller to their destination.
3. Prioritize calls and utilize time effectively to accomplish desired results.
4. Effectively communicate directly with patients, clients, providers, internal and external staff while utilizing computer-based communication systems.
5. Activate time-sensitive clinical and emergency codes as directed.
6. Effectively communicate and collaborate with team to ensure swift and accurate handling of calls.
7. Maintain a focus on customer service and patient confidentiality while adhering to all HIPAA regulations.
8. Initiate requests for pages using page system or other messaging applications.
9. Navigate and use multiple platforms to retrieve call information.
10. Capture non-clinical information from callers and provide accurate information to clinical providers.
11. Monitor all emergency code lines and emergency panels, e.g., Code Blue, STATS, Comprehensive Disaster, etc.
12. Activate code procedures and notify all necessary staff using PC switchboard console, overhead announcement, and paging/texting services across various networks.
13. Maintain documentation of all codes in code log.
14. Collaborate with team to effectively contribute to the team’s goals and achievements and foster a positive work environment.

Physical Requirements:
1. Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.
2. Requires manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment.
3. Requires ability to see computer screen, monitoring equipment and reports.

Skills & Abilities:
1. Ability to continuously perform repetitive tasks accurately under conditions of constant interruption and frequent pressure.
2. Excellent customer service skills.
3. Ability to work as part of a team.
4. Ability to adapt to changing situations and demands.
5. Ability to remain composed in stressful situations.
6. Time management, planning and organizational skills.
7. Skilled in Microsoft applications – Word, Excel, Outlook, Teams.