Senior Telephone Operator

Dartmouth Health-posted 9 months ago
Keene, NH
Ambulatory Health Care Services
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Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call in order to refer and/or respond appropriately.

  • Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
  • Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
  • Promptly and courteously answers questions from external users and provides general information.
  • Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
  • Demonstrates proficient computer and telephone/paging skills.
  • Demonstrates exceptional customer service skills.
  • Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.
  • Updates and maintains contact lists, including changes to provider on-call sheets.
  • Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.
  • Proficient in multiple mass communication notification tools.
  • Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
  • Performs other duties as required or assigned.
  • High School Diploma or Equivalent.
  • Two (2) years working in a telephone-based customer service role utilizing a switchboard/multiline phone, minimum of one (1) year must be in a hospital or medical facility, preferably a Dartmouth Health Member site, required.
  • Must be able to use computer/phone for extended periods of time.
  • Demonstrated ability to use multiple software programs and equipment in a fast paced environment while assisting others.
  • Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
  • Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
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