Central Telecommunications Operator

Saint Francis Health System • Muskogee, OK

2d

About The Position

The Central Telecommunications Operator answers and routes inbound calls and messages to hospital and medical staff. The role dispatches routine and critical clinical messages and vital patient statistics to designated hospital staff, monitors and responds to alarms and codes, and maintains accurate on-call schedules for departments and physicians. This is a full-time, 40-hour-per-week overnight position on the Information Services Communications team at the Muskogee Campus. The schedule begins Wednesday night and includes 12-hour shifts Thursday through Saturday evenings.

The operator works directly with patients and customers, internal and external customers, and other healthcare professionals and staff. The position requires independent judgment for minor decisions within established policies and protocols. Accurate typing speed of at least 40 words per minute is required.

Requirements

• High school diploma or GED.
• At least 2 years of work experience.
• Excellent interpersonal and communication skills and ability to multitask.
• Ability to effectively operate various telecommunications systems.
• Ability to deal effectively with people and highly stressful situations, and to act quickly, decisively, and accurately under stress.
• Ability to remain friendly, upbeat, and polite under stress and to defuse tense situations.
• Flexibility to work various days, weekends, holidays, and shifts.
• Basic knowledge of telephone and computer technology and equipment, including the ASCOM system.
• Accurate typing speed of 40 words per minute or higher.

Nice To Haves

• Hospital, emergency dispatch, or call center experience.
• Knowledge of medical terminology.

Responsibilities

• Answer incoming calls courteously and direct each call accurately to the appropriate department or individual while maintaining an average answer time of 99%.
• Accurately page notifications to appropriate personnel based on the situation or request.
• Answer, document, and relay information related to the Medicall answering service.
• Monitor, communicate, and forward information about codes, alerts, alarms, and drills according to established policies and protocols, including disaster management plans.
• Input and delete account updates or notations that supersede outdated account notations.
• Alert management to problems that could negatively affect customer service due to hardware or software deficiencies or protocol changes.
• Dispatch routine and critical clinical messages and vital patient statistics to designated hospital staff.
• Monitor and react to alarms and codes.
• Maintain accurate on-call schedules for departments and physicians.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED