Communications Operator

St. Josephs Medical Center•Houston, TX

About The Position

Under the direction of the Lead Switchboard Operator of the Communications Department, the Communications Operator ensures that all inbound and operator telephone calls are answered in a timely manner. The role handles paging and emergency communications, including code blue and fire announcements, and supports consistent customer satisfaction through effective communication and public relations skills. The operator provides telephone coverage, screens calls and shares accurate information, operates public-address, radio, pager, and telephone equipment, and initiates emergency communications in accordance with hospital procedures. The position also monitors alarms and emergency telephone lines, completes required documentation, maintains phone directory and database information as needed, and keeps the operator work area orderly. The position is a day shift role.

Requirements

High school graduate or GED equivalent.
Technical, clerical, critical-thinking, and interpersonal skills.
Any other certifications required 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.
General hospital operational knowledge.

Nice To Haves

Bi- or multilingual ability.
Previous healthcare experience.

Responsibilities

Support and communicate the Mission, Vision, and Values of St. Joseph Medical Center and uphold its Standards of Conduct and Corporate Compliance.
Follow hospital HIPAA guidelines to prevent or detect unauthorized disclosure of Protected Health Information.
Complete annual education requirements and promote patient safety by identifying and reducing unsafe practices.
Answer, screen, and handle telephone calls according to telephone courtesy protocols, providing accurate information and maintaining telephone coverage at all times.
Respond to irate callers with self-control, patience, and a solution-oriented approach.
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.
Follow proper radio procedures, limit transmissions to official hospital business, and speak clearly and distinctly.
Initiate emergency communications for events including code blue, internal or external disasters, fire, and utility outages.
Monitor hospital fire and critical-equipment alarms and emergency CPR, fire, and security telephone lines; alert staff according to emergency procedures.
Complete and file required written documentation, ensuring it is timely, 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 neat, and leave it in appropriate condition for the next shift.
Set an example to other staff through daily activities and perform other assigned duties.