Communications Operator

Children's National Hospital

2d • $18 - $27 • Onsite

About The Position

The Communications Operator provides communication services throughout Children’s National Health System using a computerized telephone and paging system. The role focuses on delivering responsive, courteous service to internal and external customers, handling inquiries, supporting walk-in visitors, and performing administrative duties as assigned. The position requires variable hours and shifts, including availability for a rotating schedule covering weekends and all shifts.

The operator maintains and uses the Xtend computerized phone system, keeps department information and reference files accurate, and records and hands off issues between shifts. The role also supports emergency response by following established protocols, monitoring alarm systems, and promptly notifying appropriate personnel. Required departmental and organizational training must be completed.

Requirements

• High school diploma or GED.
• At least 1 year of customer service experience.
• Cognitive and conversational skills to gather and interpret information or problems in a high-volume call center.
• Excellent phone, customer service, listening, interpersonal relationship-building, and communication skills.
• Strong knowledge of office protocol and telephone etiquette.
• High energy, action-oriented, professional, enthusiastic, and positive behavior.
• Ability to read and comprehend detailed instructions.
• Excellent computer and data-entry skills, including knowledge of Word, Excel, and PowerPoint.
• Typing speed of 40 words per minute.
• Ability to spell and pronounce basic words, names, and basic medical terminology.
• Ability to exchange information and relay messages to appropriate personnel.
• Courtesy and tact when interacting with patients, visitors, and hospital employees.
• Ability to maintain confidentiality of sensitive information.
• Availability to work a rotating schedule covering weekends and all shifts.

Nice To Haves

• 1 year of call center experience.
• Bilingual English and Spanish.

Responsibilities

• Provide hospital-wide communication services using a computerized telephone and radio paging system.
• Answer inquiries by clarifying requested information, researching, locating, and providing answers.
• Answer telephone calls promptly and work to eliminate wait times and dropped calls.
• Provide assistance to walk-in visitors and maintain effective relationships with team members and clients.
• Take ownership of customer needs, address requests, identify opportunities to add value, and rapidly escalate issues affecting customer service or productivity.
• Participate in departmental LEAN performance improvement activities.
• Operate and maintain the Xtend computerized phone system and ensure department information, including directories and on-call schedules, is accurate and current.
• Maintain knowledge of personnel, departments, on-call staff schedules, and organizational news and information.
• Review and respond to calls, emails, and fax requests, and perform other support duties as needed.
• Maintain records of actions taken, update reference files, log issues, and hand off information to incoming staff.
• Remain mindful of how breaks and shift changes affect call center operations.
• Maintain knowledge of communications emergency response protocols.
• Facilitate emergency response, monitor department alarm systems, and promptly notify appropriate personnel during emergencies.
• Complete all required departmental and organizational training.

Benefits

• Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.
• Paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day.
• 401(k) plan.
• Healthcare and dependent care spending accounts.
• Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.
• Tuition assistance.
• Fitness resources.
• Employee assistance.
• Commuter benefits.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED