Communications Operator - Communications

CHRISTUS Health•San Antonio, TX

About The Position

The Communications Operator provides the first point of contact for people seeking information or assistance from the hospitals, handles incoming calls and overhead paging, and supports Security and Telecommunications. Under the supervision of the Telecommunications Supervisor, the operator answers hospital calls, operates paging systems, responds to emergency codes and equipment needs, and places authorized long-distance calls as needed. The role also monitors and operates security CCTV, emergency audio/visual functions, and security, maintenance, and medical alarms, and announces emergency codes such as Blue/Cardiac, Red/Fire, Gray/Disaster, and Pink/Infant Abduction. The operator supports multiple facilities by learning their telephone extensions, emergency contacts, alarms, and paging protocols; uses telephone, paging, radio, dispatch, camera, alarm, and access-control systems; and provides accurate call transfers and emergency communications. The role requires maintaining organized records, managing simultaneous tasks, responding effectively under pressure, protecting confidential information, verifying access requests at restricted points, and submitting work orders for identified discrepancies. The operator may provide after-hours Information Desk coverage and must be available for various shifts to support 24/7 coverage. Duties are performed to meet or exceed patient and customer service expectations and in accordance with the organization’s CORE values.

Requirements

High school diploma or equivalent is required.
Two years of experience with PBX/call center or similar telecommunications equipment and personal computers is preferred.
Availability to work various shifts to provide 24/7 coverage as needed.

Nice To Haves

Two years of experience with PBX/call center or similar telecommunications equipment and personal computers.

Responsibilities

Answer incoming calls to the hospital and assist callers with information and call placement.
Operate paging systems and announce emergency codes using facility-specific protocols.
Respond to emergency codes, alarms, and equipment needs, coordinating with internal and external emergency resources as appropriate.
Monitor and operate security CCTV, emergency audio/visual functions, security radios and dispatch systems, and security, maintenance, and medical alarms.
Transfer calls accurately among hospitals and campuses by confirming the location requested by the caller.
Maintain proficiency with the facilities’ telephone extensions, emergency contact information, alarms, and paging protocols.
Maintain legible and organized handwritten and computer records and logs.
Prioritize and perform multiple tasks while maintaining composure, organization, and accuracy during stressful, high-activity periods.
Use computerized network applications and systems for data entry, information retrieval, camera monitoring, alarm monitoring, and access-control status changes.
Handle internal and external emergency alarms and calls in accordance with customer service expectations and in collaboration with emergency resources.
Use interoperable communications devices, including Web EOC, 800 MHz radio, and satellite radio, as needed during disasters or critical situations.
Follow emergency-code steps and procedures accurately in high-pressure situations.
Verify individuals requesting entry to restricted security access points throughout the region.
Submit work orders for identified or reported discrepancies requiring repair or replacement.
Protect the confidentiality of patients, associates, physicians, and visitors and avoid soliciting or disclosing confidential information.
Provide after-hours Information Desk coverage at all facilities for patient inquiries.
Adapt assigned assessment, treatment, or service methods to accommodate the physical, psychosocial, cultural, age-specific, and developmental needs of individuals served.
Contribute input and suggestions to ongoing process-improvement initiatives and work effectively as a team member.
Adhere to the CORE values of CHRISTUS Santa Rosa Health Care and perform other duties as assigned.