Operator

Knowledge, Skills, and Abilities (KSAs)

Type/Details

Requirements/Pref

Ability to communicate clearly by telephone and in writing, obtain and confirm caller information, and provide professional service to diverse callers.

Required

Ability to use computer applications, enter accurate information, navigate multiple systems and follow written procedures.

Required

Ability to prioritize simultaneous calls, pages and alerts; maintain confidentiality; and remain calm during urgent communications.

Required

At least one year of telephone customer service, call center, switchboard, dispatch or related experience.

Preferred

Experience with hospital terminology, paging systems, on-call directories or after-hours provider communication.

Preferred

3+ years of relevant progressive experience

Required

Key Responsibilities

% TIME

Is Essential

Telephone services and caller assistance. Answer and route incoming calls for supported hospitals and campuses. Locate staff, departments and services; provide permitted patient directory information; connect callers to patient rooms or nursing stations; and assist with authorized local and long-distance calls. Use professional communication and established de-escalation techniques.

40%

Yes

Emergency communications and dispatch. Monitor emergency telephone lines and assigned alarms. Obtain and confirm required information, activate code and emergency notifications, and contact response teams using approved paging and dispatch procedures. Escalate unanswered alerts, equipment failures and other urgent concerns promptly.

20%

Yes

Routine paging and communication support. Process overhead, digital and individual paging requests using approved procedures. Verify the intended recipient and message, use current directories and on-call information, and document or escalate unsuccessful contact attempts.

10%

Yes

After-hours ambulatory and provider support. Receive after-hours calls from patients, caregivers and external healthcare facilities. Route calls to the appropriate on-call provider or service and take messages for designated clinics according to approved workflows. Recognize emergency statements and follow scripted escalation procedures; refer clinical assessment and advice to licensed clinicians.

15%

Yes

Documentation and shift handoff. Maintain accurate call, dispatch and incident records, including required timestamps and contact attempts. Complete incident reports when indicated and provide shift handoffs covering pending requests, unresolved pages, technical issues and special instructions.

5%

Yes

Privacy and service quality. Protect patient and employee information, verify authorized disclosures, and follow confidentiality requirements. Report safety concerns and service problems; cooperate with quality reviews and meet established accuracy, responsiveness and customer service expectations.

5%

Yes

Training and departmental participation. Complete required annual training and competency reviews. Attend assigned department meetings, maintain proficiency in communication systems and downtime procedures, and complete delegated operational assignments within the classification.

5%

Yes

Total

100%