Operator - Telecommunications

Responsibilities:

Job Summary: The Telephone Operator serves as the first point of contact for incoming calls to the hospital, providing exceptional customer service and efficient call management. This role is responsible for directing calls, answering inquiries, and supporting hospital staff and patients by ensuring calls are directed to appropriate department to handle the caller's needs or request. 

1. Operators process all incoming and outgoing mail for the hospital, maintain the mail room and correctly identify the correct recipient for all incoming mail.

2. Answer, screen, and route incoming calls to appropriate departments, staff, or patient rooms in a professional and courteous manner.

3. Provide general information to callers, such as hospital hours, visiting policies, and directions, while adhering to HIPAA regulations

4. Operate a multi-line telephone system and paging system to facilitate hospital-wide communication.

5. Respond to emergency calls promptly, following established protocols to connect callers with medical staff or activate emergency codes.

6. Participate in regular training and continuing education to stay updated with medical practices, standard of work and to enhance clinical skills.

7. Manage incoming calls to a nurse triage line by collecting accurate information and coordinating with healthcare professionals to ensure timely and appropriate care.

8. Other job duties as assigned.

Qualifications:

• Previous experience in customer service, call center or physician office role preferred.

• Excellent verbal communication skills and a professional phone demeanor.

• Ability to multitask and remain calm under pressure in a fast-paced environment.

• Familiarity with telephone systems and basic computer skills (e.g., Microsoft Office).

• Knowledge of medical terminology and hospital operations is preferred.

• Strong attention to detail and adherence to confidentiality standards.