Telecommunication Operator

Advocate Health•Skaneateles, NY

9d•$19 - $28

About The Position

The Telecommunication Operator ensures the effective operation of hospital paging, answering-service, telephone, and related communication systems and equipment. The role handles incoming and outgoing calls, physician answering-service messages, paging requests, emergency notifications, alarm monitoring, and requests for general information. The operator maintains accurate logs and department records, supports patient telephone replacement, and performs related administrative tasks. The position requires courteous, professional communication and the ability to remain composed and prioritize effectively during emergencies. Other related duties may be assigned.

Requirements

High school diploma or equivalent.
1–2 years of experience.
Ability to process calls courteously, rapidly, and professionally.
Ability to maintain composure during stressful and emergency situations.
Ability to prioritize workflow efficiently and effectively.
Willingness to work flexible hours, weekends, and holidays.
Ability to sit for extended periods.
If the role involves direct patient care or contact, ability to lift up to 35 pounds without assistance; for patient lifts over 35 pounds or when a patient cannot assist, use patient-handling equipment with at least one other associate when available. Unique situations are assessed individually.

Nice To Haves

Typing speed of 30–40 words per minute is preferred.
Switchboard console operation.
Ability to operate a computer terminal.

Responsibilities

Operate paging systems, the AmCom Answering Service, Alcatel communication systems, and related equipment.
Process incoming and outgoing calls for patients, staff, physicians, and the public in a courteous and professional manner.
Handle Doctors Answering Service calls, perform board checks, record and transmit messages, and enter physician pager blocks, vacation time, and on-call information.
Assist patients, staff, and physicians with outgoing calls, and place long-distance calls for staff and administration.
Report telephone equipment issues and internal telephone trouble through the Help Desk to Telecommunications analysts.
Assist with replacement service for patient telephones.
Dispatch Code Blue teams according to hospital protocol, including paging through the AmCom terminal and announcing over the intercom; notify the Emergency Department when a house doctor is unavailable and notify the Cardiac Cath Lab of off-hours emergency procedures.
Follow department procedures during internal and external disasters; monitor and document bomb-threat calls and make appropriate notifications for bomb threats, disasters, fire alarms, severe weather, and disturbances.
Page physicians, staff, and patients’ family members through the public-address system and house pagers, and send long-range physician pages when requested.
Make public-address announcements for meetings, special events, and emergencies.
Monitor hospital fire alarms and other alarms, including blood bank refrigerator, medical gas, and dietary alarms.
Provide requested information to patients, staff, physicians, and the public, including patient room numbers, telephone numbers, visiting hours, addresses, department contacts, phone and paging instructions, and pager numbers.
Make appropriate notifications for patient expirations and take courtesy messages for physicians, administration, and managers when necessary.
Maintain department logs for procedures, equipment, pagers, keys, patient-phone replacements, hard-of-hearing phones, TDD units, emergency information, telephone alarms and trouble, Code Blues, and fire alarms.
Maintain house physician pagers and keys, and register their sign-out and return to support accountability.
File physician answering-service paperwork, update on-call schedules by contacting departments and physicians, and perform data-entry tasks.
Report patient-safety events and near misses promptly, follow patient-safety practices, help identify and prevent safety threats, communicate openly, promote teamwork, and report intimidating behavior or other patient-safety threats.
Perform other related duties as assigned to meet department needs.

Benefits

Paid Time Off programs.
Medical, dental, vision, life, and short- and long-term disability benefits.
Flexible Spending Accounts for eligible health care and dependent care expenses.
Adoption assistance and paid parental leave.
Defined contribution retirement plans with employer match and other financial wellness programs.
Educational Assistance Program.
Premium pay, including shift and on-call premiums, based on role and circumstances.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.