Telephone Services Operator

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Job Type:Regular

Scheduled Hours: 40

Job Summary:Operates and answers the hospital main switchboards to receive and relay incoming calls. Pages hospital staff, monitors/announces emergency alarms/codes, maintains logs and responds to patient and general information questions.

Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Job Description:

Provide General or Patient Information for Inbound Callers: Answers inbound calls, listens and assists callers to identify needs, and then routes call appropriately.

Responds to patient and general information according to HIPPA regulations.

Provides excellent customer service to in-bound callers.

Uses the UA5200 software or EPIC software to lookup patient and department phone numbers

Uses the St. Elizabeth website to look up doctor’s office information

Emergency Notification for the Hospital

Monitors the Simplex and Honeywell Emergency Alarm Systems for alarms at Edgewood, Grant County, Florence, and Fort Thomas.

Fire Alarm System

Code Blue Buttons from Inpatient Rooms

Blood Bank Temp Monitoring

Performs computer system reboot if the Simplex/Honeywell system becomes inoperable

Works with Plant Engineering & Security during Fire Alarm and Code Blue testing, to make appropriate announcements and notifications to the hospital

Answers the Emergency Line (2-2222) for all St. Elizabeth Hospitals for all codes

Reads, understands, and follows appropriate procedures for hospital notification of emergency codes using the notification system, overhead paging, and/or One Call Now.

Documents all emergency notifications and information pertaining to the Simplex/Honeywell systems in an Access Documentation Database.

Uses on-call calendars to contact individuals from key departments for after-hours needs.

Documents after hours calls in the Access Documentation Database.

Sets up emergent conference calls for hospital departments using Microsoft Outlook as necessary.

Performs other duties as assigned.

Education, Credentials, Licenses:

High School Graduate

Specialized Knowledge:

Computer Proficiency: Microsoft Office Products, Typing, Internet

Ability to Read, understand, and follow emergency procedures

Customer Service Experience

Communication Skills

Kind and Length of Experience:

One year experience in a customer service setting including Call Center responsibilities.

FLSA Status: Non-Exempt

Right Career. Right Here. If you're looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you'll take pride in the level of care we offer our community.

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