Telecommunications Operator

Job Description

Primary Function:

Responsible for receiving and dispatching 250-350 calls in an efficient and courteous manner, for the Hospital and MEDNET Answering Service. Must have genuine interest and empathy in meeting the needs of our patients, visitors and staff. Must demonstrate the ability to work well under pressure and be flexible to schedule changes to meet department needs. Computer skills are required.

Responsibilities:

Greets/ visitors on the phone and in person in a professional, prompt and courteous manner.

Dispatches calls in a professional, prompt, accurate and courteous manner.

Refers to “department on-call” lists to provide accurate information upon request...

Updates AMION & MEDNET changes as they occur during shift. First shift inputs daily coverage

Answers and dispatches all emergency calls (similar to “911”), codes, elevator alarms, and emergency stat calls promptly and accurately in one ring or less in a calm manner.

Responds to Fire Department and 800 MHz radio. Utilizes walkie-talkies as specified in accounts. Demonstrates excellent interpersonal skills with affiliated departments, staff, patients and other outside contacts. Maintains emphasis on excellent customer service.

Distributes A/V equipment as requested and assures the employee signs in/out. Checks equipment upon return to assure wire/cords, etc. is in place.

Provides pager management assistance on all shifts. Replacement of pagers, batteries, troubleshooting, etc.

Maintains quality records/tickets in accounts in collaboration with the clients.

Performs all other related duties as assigned.

Job Qualifications and Specifications:

High School diploma or equivalent is required.

AMION on-call scheduling, customer service and answering service knowledge is a plus.

Reliable, well-groomed and a team-player.

Ability to work in a fast-paced environment.

Exceptional interpersonal skills with the ability to display patience.

Clear communication skills (written and verbal) using positive language, while speaking in a calm and cheerful manner.

Ability to resolve potentially stressful callers’ interactions.

Demonstrated excellence in the continuous handling of meticulous detail.

Excellent data entry, proofreading, spelling and typing skills.

All positions including per diem require extensive training on all shifts. Training schedule is as follows and is subject to change:

Monday-Friday 8a-2p (2 weeks)

Monday - Friday 3p-8p (2-3 weeks)

Weekend - (At least 1-2 training shifts)

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, and our Wellness Center, are trusted organizations fueling the latest advances in medical research, attracting top specialty-trained doctors, and honing renowned services and innovative programs to engage in the important discussions people need to have about their health.

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.