Communications Operator - PD - All - Call Center @ MV

El Camino Health • Mountain View, CA

2d • Onsite

About The Position

Communicator Operators are the first point of contact for anyone calling El Camino Hospital's main numbers. Operators are responsible for accurately processing incoming calls for: staff (internal), public (external), physicians (answering service clients), and emergency code responses. Operators will focus on providing callers with general inquiry assistance and efficiently transferring calls to the appropriate destinations. Operators will work closely with clinical staff, department management and clients to ensure calls are handled with a high degree of customer service. At a lower volume, this position will also initiate outgoing calls and other notifications via phone, two-way radio and overhead building paging systems. Other duties include but are not limited to updating system information, completing required documentation and escalating priority issues according to operating procedures. This is an all shifts position and will be expected to work at both El Camino Hospital campuses (Mountain View and Los Gatos) as needed.

Requirements

• High School degree or equivalent.
• Previous call center, dispatch, or customer service experience, preferably in a hospital or healthcare environment.
• Proficient use of communication systems including multi-line phones, two-way radios, vocera and building paging.
• Proficient use of computer systems including but not limited to Microsoft Office applications, email and internet.
• Proficient use of proper English and strong verbal, reading and comprehension skills.
• Knowledge of or ability to quickly learn healthcare and emergency terminology and procedures.
• Ability to listen carefully and accurately recall detailed information in a fast-paced environment.
• Ability to take action as indicated by general instructions and established procedures to resolve routine assignments.
• Ability to successfully prioritize multiple tasks and manage resources within established timeframes.
• Demonstrated compassionate and professional demeanor.

Nice To Haves

• Previous experience with Cisco UCCX, Intellidesk platforms and Siemens and Simplex fire panels highly desirable.
• Medical terminology a plus.

Responsibilities

• Accurately process incoming calls for staff, public, physicians, and emergency code responses.
• Provide callers with general inquiry assistance.
• Efficiently transfer calls to the appropriate destinations.
• Work closely with clinical staff, department management, and clients to ensure high customer service.
• Initiate outgoing calls and other notifications via phone, two-way radio, and overhead building paging systems.
• Update system information.
• Complete required documentation.
• Escalate priority issues according to operating procedures.

Benefits

• El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED