Telecom Operator

Mercyhealth•Janesville, WI

About The Position

The Telecom Operator manages telecommunications operations in a healthcare setting, supporting patients, families, healthcare professionals, and patient safety. The role answers and directs calls, coordinates emergency code announcements, monitors critical alarm systems, and maintains paging and communication systems. It also oversees shift assignments, schedules, databases, and departmental administrative tasks while ensuring accuracy, confidentiality, regulatory compliance, and continuous 24/7 coverage. The operator provides staff training and technical support, maintains communication equipment and systems, and coordinates emergency responses and essential services. Work follows established procedures, with minor decisions required to adapt to routine situations. The incumbent may give general direction to the department as needed. Some on-call responsibilities may be required.

Requirements

High school diploma or equivalent required.

Responsibilities

Perform all essential duties of a Telecom Operator.
Greet customers, provide basic facility and location information, and answer and transfer incoming calls promptly and courteously.
Take responsibility for shift work, delegate assignments, and ensure tasks are completed accurately and on time.
Communicate calmly and effectively with patients, families, and healthcare partners 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 promptly.
Collaborate with multidisciplinary healthcare teams to support patient care and experience.
Provide paging services for OSF, RNA, and private practices.
Serve as a Super User for Primex OneVue and maintain detailed knowledge of the software.
Process requests for Hospice and Home Health services.
Support crisis and critical calls by contacting 911 or behavioral health services as necessary.
Update and maintain the on-call physician schedule, relay messages, and accurately manage page blocks.
Monitor and respond to alarm systems, including medical gas alarms, blood bank temperature alarms, and security alerts; respond to Primex sensor alerts to support Joint Commission compliance.
Assist colleagues and partners with Language Line services, maintain related phones, check their 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.
Update and maintain Lifeline subscriber and responder information, departmental information lists, and databases.
Create and manage departmental schedules as required, and adjust schedules to meet daily needs and maintain efficient call handling.
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 other departmental tasks as assigned and ensure 24/7 coverage.