Lead, Operator Central Telecommunications

Saint Francis Health System

2d • Onsite

About The Position

Under the direction of the department Manager, provide a positive resource of leadership and encouragement for the function of the Communications department to all others. To answer and route inbound calls and messages to hospital/Medicall from community, patients, physicians and staff for the operating integrity of the answering service. Keep abreast of policy and procedures required to monitor and react to alarms and codes. Maintain accurate on-call schedules for departments and physicians.

Requirements

• High School Diploma or GED.
• 1 - 2 years related experience.
• Effective interpersonal, written and verbal communication skills.

Responsibilities

• Answer incoming calls on the main switchboard in a courteous manner directing each to the appropriate department or individual while maintaining an average answer time of 98%.
• Answer, transcribe and relay information accurately related to the Medicall answering service while maintaining an average answer time of 98%.
• Maintain complete confidentiality of all information relating to physicians, patients and staff.
• Incorporate changes into the daily operations assuring physician/departmental schedules/specials and code policies are correctly updated for accurate information purposes.
• Swap/replace broken or lost pagers to physicians and hospital staff, maintain an accurate record of those being sent to and returned from repair.
• Serve as a means of escalation to the Telephone Secretaries dealing with problem calls, hardware/software deficiencies or disaster/recovery while keeping Management advised of departmental situations that could lead to further explanation or escalation.
• Review work schedules coordinating daily changes due to vacation, sick time or emergencies, accommodating shifts according to departmental needs.

What This Job Offers

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