Communication Services Telecommunication Operator

Cleveland Clinic•Weston, FL

3d•Onsite

About The Position

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale metro area and Florida. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization. A caregiver in this position works 7:00AM - 4:00PM. The Call Center operates Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to work 1-2 weekend days and potentially one weekday is required. This caregiver must live within a commutable distance to Weston Hospital to attend on-site training, meetings and support emergencies, as needed.

Requirements

Knowledge of the Nortel console and pate equipment
Knowledge of placing local, long distance and overseas calls, directory information and oral paging
Demonstrated knowledge of CRT/PC operation
Knowledge of fax machines
Clear, concise speaking voice
Computer, oral and written communication, customer service and interpersonal skills
Ability to perform work in a stationary position for extended periods
Ability to operate a computer and other office equipment
Ability to communicate and exchange accurate information

Nice To Haves

High School Diploma or GED
Experience in a medical/hospital environment or call center
One year of Switchboard experience
Experience with the Nortel phone system

Responsibilities

Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
Answer all incoming phone calls on a multi-function phone system.
Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats and other crisis calls.
Process calls according to given situation.
Determine priority and protocol and dispatch security personnel accordingly.
Operate Nortel console.
Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
Answer all calls identifying facility and operator's name with appropriate greeting.
Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
Operate page console and associated equipment.
Provide in-house, long-range and paging services for clinic caregivers and outside callers.
Notify proper personnel during traumas and medical emergencies.
Assist clinic personnel in contacting on-call physicians and staff physicians.
Provide outside callers with medical assistance by directing to appropriate service.
Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as required.
Handle emergency calls on the emergency phone line designated for same-medical emergencies.
Activate emergency code pagers and make necessary phone calls to responding personnel.
Assist as back up for the security emergency line and respond after two rings if not answered.
Process and distribute the on-call schedule on a weekly and timely basis.
Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.