Telecom Operator

Houston Methodist•Houston, TX

58d•Onsite

About The Position

At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus. This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Requirements

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
One year customer service experience
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems
Knowledge of personal computer functions and Windows-based software
Ability to understand and resolve problems and defuse situations with empathy and compassion
Excellent telephone customer service and professional interpersonal skills

Nice To Haves

Dispatching experience preferred
Healthcare experience preferred

Responsibilities

Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.
Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results.
Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.
Responds quickly and accurately to disaster and emergency situations according to department protocol.
Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.
Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.
Stays up to date on organizational changes including policies and important initiatives.
Meets department metrics (abandonment rates, productivity/activities per hour, etc).
Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.
Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.