Telecom Operator

Mercyhealth Wisconsin and Illinois•Janesville, WI

8d•$19 - $29

About The Position

The Telecom Operator manages telecommunications operations in a healthcare setting, supporting patients, families, and healthcare professionals while helping maintain patient safety and quality care. The role answers and directs calls, coordinates emergency code announcements, monitors critical alarm systems, and supports paging, schedules, databases, and departmental administrative tasks. It requires accuracy, confidentiality, regulatory compliance, and support for continuous 24/7 coverage. The operator takes responsibility for shift work, delegates assignments, coaches and trains staff, and provides technical support for communication systems and equipment. The role may include on-call responsibilities and gives general direction to the department as needed. Work follows specific procedures and methods, with minor decisions required to adapt to routine situations.

Requirements

High school diploma or equivalent required.
Ability to follow specific procedures and methods while making minor decisions to respond appropriately to routine situations.

Responsibilities

Greet customers, provide basic facility and location information, and promptly and courteously answer and transfer incoming calls.
Take responsibility for shift work, delegate assignments, and ensure tasks are completed accurately and on time.
Maintain a calm and effective manner when communicating during stressful situations and peak activity periods.
Initiate emergency response workflows for critical situations, including code blue, trauma, STEMI, and stroke events.
Accurately announce and page emergency codes in a timely manner.
Collaborate with multidisciplinary healthcare teams to support patient care and experience.
Provide paging services for OSF, RNA, and private practices.
Serve as a Primex OneVue Super User with detailed knowledge of the software.
Process requests for Hospice and Home Health services.
Support crisis and critical calls, contacting 911 or behavioral health services when necessary.
Update and maintain the on-call physician schedule, relay messages, and manage page blocks accurately.
Monitor and respond to multiple alarm systems, including medical gas, blood bank temperature, and security alarms.
Respond to Primex sensor alerts to support compliance with Joint Commission standards.
Assist colleagues and partners with Language Line services; check Language Line phone functionality and connect patients as needed.
Manage checkout of keys, interpreter-service laptops, and patient room phones; replace staff pagers and patient phones as needed.
Page or contact assigned on-call Mercyhealth employees according to individual profile instructions.
Maintain confidentiality.
Make changes to Lifeline subscriber and responder information as needed.
Update and maintain departmental information lists and databases.
Create and manage departmental schedules as required, and adjust schedules to meet daily needs and manage call volumes efficiently.
Accurately process invoices, payments, and reports as necessary.
Program and troubleshoot pagers and Spok Mobile.
Coach staff and train new operators.
Prepare, revise, and update departmental policies and procedures.
Assist with departmental tasks as assigned and help ensure 24/7 coverage.
Provide general direction to the department as needed.
Perform some on-call responsibilities as required.