Communications Operator (Full-time, Tues 10am-6pm, Wed 10am-10pm, Thurs -Fri 12p-10p)
About The Position
The Communications Operator reports to the Manager, Communications Center and serves as a critical first point of contact for patients, families, visitors, physicians, team members, and external callers. This position is responsible for operating the hospital’s communications systems, including multiline telephone, paging, overhead announcement, and emergency notification platforms, to ensure calls and messages are routed accurately, efficiently, and professionally. The Communications Operator supports timely activation of hospital emergency codes and critical response protocols while maintaining confidentiality, sound judgment, and strict compliance with hospital policies, privacy standards, and HIPAA requirements.
Requirements
- High school diploma or equivalent.
- 1–2 years of experience in a communications center, switchboard, call center, or customer service environment, preferably in healthcare.
- Familiarity with multiline phone systems and paging equipment.
- Strong verbal communication and customer service skills.
- Ability to remain calm and professional during emergencies.
- Basic computer skills and experience with call management software.
Nice To Haves
- Additional coursework or certification in telecommunications or customer service.
- Knowledge of hospital emergency codes and procedures.
Responsibilities
- Operate the hospital’s communications systems, including multiline telephone, call routing, paging, and emergency notification platforms, to manage incoming, outgoing, and interoffice communications promptly and accurately in a high-volume healthcare environment.
- Provide directory assistance and maintain updated contact lists for hospital staff and departments.
- Activate and support hospital emergency communication protocols, including safety codes, call team notifications, overhead announcements, documentation, and timely dissemination of information to appropriate personnel in accordance with established procedures.
- Adhere to strict guidelines related to the security and integrity of patient and organizational data to ensure the release of information is consistent with all privacy policies and within HIPAA guidelines.
- Assist with paging and overhead announcements as required.
- Maintain accurate logs of calls, messages, and emergency notifications.
- Demonstrate exceptional customer service, clear communication, professionalism, and courtesy in every interaction, including the use of appropriate de-escalation techniques when responding to callers, patients, visitors, physicians, and team members.
- Assist with providing coverage on any shift, as needed to staff a 24/7 department.
- Support disaster recovery and emergency communication procedures.
- Assist in orienting and training new Communications Operators on communication systems, customer service expectations, emergency code protocols, and hospital procedures, as needed.
- Participate in periodic audits of contact directories and emergency procedures.
- Maintain knowledge of hospital departments, services, and key personnel for efficient call handling.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
