Communications Operator-PT<30

Hurley Medical Center•Flint, MI

About The Position

Under general supervision, operates telephone communication equipment according to established policies and procedures. Answers and connects calls placed through the Medical Center telephone system, provides paging services for physicians and designated Medical Center personnel when assigned, and provides answering services for Medical Center physicians. The work requires significant mental and visual concentration, with tasks performed promptly and accurately. The operator participates in quality assessment and continuous quality improvement activities and complies with applicable safety and infection-control standards. All duties are performed courteously and with a customer-focused approach consistent with the Hurley Family Standards of Behavior. The Communications Supervisor provides general supervision and reviews work for conformance to established policies and procedures.

Requirements

High school graduate or GED equivalent.
Six months of experience operating a branch telephone exchange switchboard or electronic/computerized console, or one year of customer service experience in a call center.
Working knowledge of customer service methods.
Demonstrated knowledge of and aptitude for personal computers and various software applications or computerized communication systems.
Ability to handle difficult situations with diplomacy, composure, and tact.
Ability to handle sensitive information confidentially.
Ability to answer calls and questions promptly and efficiently using a well-modulated, pleasant voice.
Ability to communicate effectively and promote good hospital/community relations.
Ability to understand and carry out oral and written instructions.
Ability to keep records, prepare simple reports, and perform routine clerical work.
Ability to comply with departmental performance standards.
Ability to maintain effective working relationships with supervisors, co-workers, Medical Center staff, physicians, patients, and the general public.

Responsibilities

Operate telephone console equipment to answer, screen, transfer, connect, and place local and long-distance calls.
Provide directory assistance by relaying telephone numbers, titles, and locations of Medical Center personnel.
Arrange conference calls and dispatch electronic or wired communications.
Page physicians, security, and other designated Medical Center personnel by voice intercom or pocket radio pages.
Report bomb threats and severe weather and fire warnings or watches to appropriate personnel.
Provide physician answering services when assigned by screening, recording, and relaying messages.
Maintain required records and reports, including on-call physician schedules, patient location and condition information, long-distance call logs, and telephone service and repair records.
Receive employee calls reporting absences or tardiness, and record and distribute the information appropriately.
Participate in quality assessment and continuous quality improvement activities.
Comply with applicable safety and infection-control standards and Hurley Family Standards of Behavior.
Use new improvements and technology related to the job assignment.
Perform other related duties as required.