Telecom Operator

Mercy Cedar Rapids•Baltimore, MD

22h

About The Position

The Telecom Operator supports Mercy’s philosophy of patient-centered care by serving as a friendly, calm, and helpful first point of contact for calls to Mercy Medical Center. The role manages inbound calls and routes them to patient rooms, hospital departments, and staff, while communicating clearly and providing appropriate information. It also handles internal emergency communications, including announcing emergency codes over the hospital intercom and coordinating with hospital staff, security, and emergency services. The operator works with Mercy’s volunteer staff to direct volunteers assisting patients, families, and visitors, and provides patient and hospital information while complying with HIPAA.

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 and concise speaking voice and the ability to converse with customers to achieve positive outcomes.

Nice To Haves

Previous customer service knowledge.
Knowledge of multiple phone lines.

Responsibilities

Serve as the primary contact for inbound phone calls to Mercy Medical Center.
Prioritize, screen, page, and redirect calls to appropriate locations.
Answer emergency phone lines and announce emergency codes 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 communications, security cameras, and security notifications, and initiate emergency communications when necessary.
Follow 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 of Telecom protocols and procedures.
Provide hospital 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.
Work with volunteer staff to direct volunteers assisting patients, families, and visitors to requested departments.