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. Under the supervision of the Telecommunications Supervisor, the operator answers incoming calls, operates paging systems, responds to emergency codes and equipment needs, assists with authorized long-distance calls, and monitors security CCTV, emergency audio/visual functions, and security, maintenance, and medical alarms. The role announces emergency codes and supports Security and Telecommunications while meeting customer-service expectations. The operator supports communications across CSRHCS facilities, including call routing, overhead paging, dispatch, alarms, access-control verification, and after-hours Information Desk coverage. The position requires accurate recordkeeping, confidentiality, effective teamwork, and the ability to handle simultaneous tasks and urgent situations calmly. The operator may work various shifts to provide 24/7 coverage and adapts service methods to the needs of patients and other individuals served.

Requirements

High school diploma or equivalent.
Ability to respond calmly and appropriately to emergency situations.
Ability to multitask, prioritize, analyze and interpret information simultaneously, and solve problems.
Ability to operate a computer for inquiry and data-entry purposes.
Ability to communicate clearly and effectively with internal and external customers, including identifying problems.
Ability to perform duties in a stressful environment.
Ability to maintain confidentiality.

Nice To Haves

Two years of experience with PBX/call-center or similar telecommunications equipment and personal computers is preferred.
Bilingual English/Spanish is preferred.

Responsibilities

Answer incoming hospital calls and transfer calls accurately to the requested hospital or campus.
Operate the Avaya OneX Attendant Console, paging systems, security radio/dispatch system, security monitors (DVR/CCTV), and general overhead paging system.
Operate and monitor computerized network applications, security and clinical alarms, access-control systems, and related data and status information.
Respond rapidly and effectively to emergency situations; perform emergency-code procedures and announce emergency codes, including Blue/Cardiac, Red/Fire, Gray/Disaster, and Pink/Infant Abduction.
Handle internal and external emergency alarms and calls in coordination with appropriate emergency resources.
Use interoperable communication devices such as Web EOC, 800 MHz radio, and satellite radio when needed during disasters or critical situations.
Verify individuals requesting entry to restricted security access points throughout the region.
Maintain legible, organized handwritten and computer records and logs; submit work orders for identified discrepancies requiring repair or replacement.
Provide authorized assistance with long-distance calls and after-hours Information Desk coverage for patient inquiries at all facilities.
Protect the confidentiality of patients, associates, physicians, and visitors.
Work collaboratively and provide input and suggestions for process improvement.
Adapt assigned assessment, treatment, or service methods to accommodate the physical, psychosocial, cultural, age-specific, and developmental needs of individuals served.
Demonstrate adherence to the CORE values of CHRISTUS Santa Rosa Health Care.
Perform other duties as assigned.