Communications Operator

St. Josephs Medical Center•Houston, TX

About The Position

Under the direction of the Lead Switchboard Operator in the Communications Department, the Communications Operator answers inbound and operator telephone calls in a timely manner and handles paging and emergency communications, including code blue and fire announcements. The role supports customer satisfaction and requires effective communication and public relations skills. The operator provides telephone coverage, communicates accurate information to callers, and follows telephone courtesy procedures. The position operates public address, radio, pager, and attendant-console equipment; monitors fire and critical-equipment alarms and emergency telephone lines; and initiates emergency communications in accordance with hospital procedures. The operator also completes required documentation, maintains phone-directory and database information as needed, and keeps the work area orderly. The role supports St. Joseph Medical Center’s mission, vision, and values; follows conduct, compliance, and HIPAA guidelines; completes annual education; and promotes patient safety. Other assigned duties may be required.

Requirements

High school graduate or GED equivalent.
Technical, clerical, critical-thinking, and interpersonal skills.
Other certification requirements as defined by the certification policy.
Ability to communicate effectively in English, verbally and in writing.
Three to five years of experience in a PBX operator position.
Basic computer knowledge and general hospital operational knowledge.

Nice To Haves

Bi- or multilingual ability.
Previous healthcare experience.

Responsibilities

Answer inbound and operator telephone calls promptly and ensure continuous telephone coverage.
Demonstrate telephone courtesy, screen calls, provide accurate information, and handle irate callers patiently and in a solution-oriented manner.
Operate the hospital public address network to transmit announcements and paging requests according to hospital guidelines and procedures.
Operate radio equipment to transmit requests and coordinate or relay information; test pager and radio equipment; and restrict radio transmissions to official hospital business using clear speech.
Initiate emergency communications for events such as code blue, internal and external disasters, fire, and utility outages.
Monitor hospital fire and critical-equipment alarms and emergency CPR, fire, and security telephone lines, and alert hospital staff according to emergency procedures.
Complete and file required written documentation in a timely manner, ensuring it is correct, concise, clear, and complete.
Monitor long-distance usage from attendant console positions.
Maintain and update the hospital phone directory and Xtend database as necessary.
Keep the operator work area clean and orderly and leave it in appropriate condition for the next shift operator.
Support the organization’s mission, vision, and values; uphold standards of conduct and corporate compliance; and follow HIPAA guidelines for protecting patient information.
Complete annual education requirements and promote patient safety by identifying and reducing unsafe practices.
Set an example to staff in daily activities and perform other assigned duties.