Telecom Operator

Site: Cooley Dickinson Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts, and has been since 1886. Our network employs more than 2,00 medical professionals and support staff, at our main Hospital campus in Northampton and additional locations in twelve towns throughout the Pioneer Valley. Cooley Dickinson's VNA & Hospital is also a vital part of our network, providing home-based services through-out Hampshire and Franklin counties.

Job SummaryMAIN FUNCTION:

The Telecommunications Operator is responsible for facilitating proficient operation of the entire hospital communication system.

This position reports to the Manager, Telecommunications and operates within established organizational and departmental policies and procedures.

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Experience

Customer service or call-center experience preferred

Knowledge, Skills and Abilities

Good inter-personal and phone skills.

Commitment to demonstrate consistent outstanding customer service.

Confident to quickly assess situations and make reasonable judgement decisions.

Must be able to prioritize rationally.

Additional Job Details (if applicable)

SHIFT:

Thursday through Monday plus holidays, 11:00pm - 7:30am

Position can be filled as (1) position at 40 hours per week

OR

(1) position at 24 hours per week AND (1) position at 16 hours per week

ESSENTIAL JOB FUNCTIONS:

Perform various clerical duties and operate computer equipment including the switchboard console, voice-paging system, portable radios and provide information to callers and visitors.

Handle both incoming and outgoing calls with speed and accuracy. Render assistance when requested or required by patients or staff having difficulty in placing telephone calls.

Demonstrate familiarity with all code-emergency situations and the appropriate procedure to alert proper personnel and record occurrences as required. Code situations include but are not limited to medical emergency, security alert, fire, and disaster.

Act as central control for mobile pagers.

Respond to various alarm systems located at the switchboard. Determine which alarm has been activated and contact the appropriate personnel to facilitate a prompt and appropriate response.

Place calls on the TTY phone for the deaf or for physicians calling their deaf patients.

Issue keys that are kept at the switchboard to authorized personnel. Maintain an accurate log as to the disposition of these keys.

Compile on-call information for hospital personnel and all meetings scheduled in the building.

Maintain established hospital and departmental policies and procedures, objectives, confidentiality, quality improvement program, compliance, safety, infection control, and environmental standards.

Maintain professional growth and development through attendance at seminars, workshops, conferences or in-services, professional affiliations or journals to stay abreast of current trends in field of expertise.

Meet annual competency and retraining requirements.

Attend meetings as required.

Perform other functions/duties as requested.

Remote TypeOnsite

Work Location30 Locust Street

Scheduled Weekly Hours40

Employee TypeRegular

Work ShiftNight (United States of America)

EEO Statement:Cooley Dickinson Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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