Telecommunications Operator

VPNE•Burlington, MA

1d•$20 - $20•Onsite

About The Position

The Telecommunications Operator is responsible for providing 24/7, 365-day service by operating the switchboard, paging console, and patient information systems. This role involves monitoring and responding to all codes, trauma alerts, and hospital-wide alarm activities, all under the direction of the Telecommunications Manager.

Requirements

Must be 18 or older to apply.
Ability to pass a criminal background check.
Maintain uniform standards.
Maintain a professional and polite manner.
Adheres to VPNE’s attendance policy.
Proficient in English, both verbally and written.
High School Diploma or equivalent education and experience.
In the absence of any specific skills, demonstrate the ability to train to meet organizational standards.

Nice To Haves

Previous telephone/switchboard or ACD experience preferred.
Medical terminology or basic understanding.
Strong Customer Service Skills.

Responsibilities

Receive and process 3500 – 4500 calls daily for the Hospital Network, including internal calls from hospital staff for paging and directory assistance.
Operate the AMCOM paging software system, which includes paging, message retrieval, physician registry, and overhead paging, processing approximately 2000 pages per day.
Initiate and oversee the after-hours on-call schedule for the Hospital Network and specific CGP locations for patient and staff calls.
Maintain sleep room schedules for medical staff and locate staff as necessary.
Call OR and Recovery room nurses when emergency surgical cases are required.
Monitor and respond to all activated hospital codes and alarms, including Trauma, Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medical Gas, Radiation, Blood Bank, Hylon, and Burglar and Hold-Up.
Notify essential personnel, security, and 911 Emergency services.
Perform daily tests of Trauma and Met pagers and document response results.
Handle all In-Patient information calls.
Update patient register as necessary for accuracy.
Control the patient room's telephone on/off activity.
Restrict/unrestrict hospital telephones as necessary.
Distribute new/spare/long-range pagers, patient room telephones, TTY (Hearing Impaired) equipment, batteries, hospital directories, and conference room speakerphones.
Assist in-house staff requiring international calling and faxing.
Institute emergency backup procedures in the event of system failures for paging or telephone systems.
Apply practical listening skills and courtesy when interacting with physicians, patients, patient family members, visitors, medical staff, and all other hospital personnel.
Diffuse irate patient calls when necessary.
Demonstrate flexibility and team support to cover alternate shifts and holiday schedules as required.
Report to work during inclement weather conditions as the Telecom Department is essential to the Hospital.
Incorporate Hospital and Medical Center guiding principles, policies, mission statements, and Goals into daily activities.
Comply with behavioral expectations of the department, Hospital Network, and Medical Centers.
Maintain courteous and effective interactions with colleagues and patients.
Demonstrate a commitment toward meeting and exceeding the needs of customers and consistently adhere to Customer Service standards.
Participate in departmental and interdepartmental quality improvement activities.
Complete Mandatory Education Module.
Demonstrate understanding of the job description, performance expectations, and competency assessment.
Perform all other duties as needed or directed to meet the department’s needs.