Telecom Operator

Mercy Cedar Rapids•Baltimore, MD

About The Position

This role supports Mercy’s patient-centered care philosophy by serving as a friendly, calm first point of contact for Mercy Medical Center callers. The operator answers and routes calls to patient rooms, hospital departments, and staff; provides clear and concise information; and announces emergency codes over the hospital intercom with calm, immediate direction for hospital staff, security, and emergency services. The team also works with Mercy Medical Center volunteers to direct them as they assist patients, families, and visitors.

Requirements

High school diploma or equivalent.
Basic computer skills.
Basic knowledge of working with multi-line phones and multiple computer software.
Customer-service skills, including a courteous, concise speaking voice and the ability to converse with customers to achieve positive outcomes.

Nice To Haves

Previous customer service experience.
Knowledge of multiple phone lines.

Responsibilities

Serve as the primary contact for inbound phone calls to Mercy Medical Center.
Prioritize, screen, page, and redirect inbound calls to appropriate locations.
Answer emergency phone lines and announce emergency code messages clearly, calmly, and concisely.
Triage inbound patient calls for Mercy Answering Service when an on-call medical representative may be needed.
Communicate effectively with providers, department managers, and medical staff.
Monitor and triage medical alarm notifications.
Work with Security and Emergency Management to monitor radio communication, security cameras, and security notifications, and initiate emergency communication when necessary.
Follow the department’s documented team communication expectations.
Use provided information technology tools to support efficient call center operations.
Assist internal departments when additional help is needed.
Maintain accurate documentation related to Telecom protocols and procedures.
Provide hospital and/or patient information to callers while adhering to HIPAA.
Follow Mercy safety guidelines, perform job-specific safety duties, and promptly report unsafe conditions, situations, incidents, and injuries.