Telecommunications Operator

The Telecommunications Operator is to provide 24/7, 365-day service operating switchboard, paging console, and patient information and monitor and responds to all codes, trauma, and hospital-wide alarm activity, Under the direction of the Telecommunications Manager.

Responsibilities

Receive and process 3500 - 4500 calls daily for the Hospital Network. Additionally, supporting internal calls from hospital staff for paging and directory assistance.

Operate AMCOM paging software system. It incorporates paging, message retrieval, physician registry, and overhead paging. Process approx. 2000 pages per day.

Initiate/oversee after-hours on-call schedule for Hospital Network and specific CGP locations for patient and staff calls.

Maintains sleep room schedules for medical staff and will locate staff as necessary.

Accountable for calling OR and Recovery room nurses when emergency surgical cases are required.

Monitors/Responds to all Hospital activated codes and alarms, including Trauma, Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medial Gas, Radiation, Blood Bank, Hylon, and Burglar and Hold-Up.

Responsible for notifying essential personnel, security, and 911 Emergency services.

Performs daily tests of Trauma and Met pagers and documents response results.

Accountable for handling all In-Patient information calls.

Update patients register as necessary for accuracy.

Control the patient room’s telephone on/off activity.

Restricting/unrestricted hospital telephones as necessary.

Distribute new/spare/long-range pagers, patient room telephones, TTY (Hearing Impaired) equipment, batteries, hospital directories, and conference room speakerphones.

Assist in-house staff requiring international calling and faxing.

Institute emergency backup procedures in the event of systems failure to paging or telephone systems.

Applies practical listening skills and courtesy when interacting with physicians, patients, patient family members, visitors, medical staff, and all other hospital personnel.

Diffuses irate patient calls when necessary.

Demonstrates flexibility and team support to cover alternate shifts and holiday schedules as required.

Understands Telecom Department as essential to the Hospital and must report to work during inclement weather conditions.

Incorporate Hospital and Medical Center guiding principles, policies, mission statements, and Goals into daily activities.

Comply with behavioral expectations of the department Hospital Network and Medical Centers.

Maintain courteous and effective interactions with colleagues and patients.

Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adhere to Customer Service standards.

Participate in departmental and interdepartmental quality improvement activities.

Complete Mandatory Education Module.

Demonstrate understanding of the job description, performance expectations, and competency assessment.

Performs all other duties as needed or directed to meet the department’s needs.

Years of Experience: Entry Level

Education Requirement: High School Diploma or equivalent education and experience.

Language Skills: Proficient in English, both verbally and written

Skills, Knowledge & Abilities: In the absence of any of these skills, demonstrates the ability to train to meet organizational standards.

Requirements: You must be 18 or older to apply.

Ability to pass a criminal background check

Maintain uniform standards

Maintain a professional and polite manner.

Adheres to VPNE’s attendance policy

Previous telephone/switchboard or ACD experience preferred.

Medical terminology or basic understanding

Strong Customer Service Skills