Mercy Neighborhood Ministry

Mercy Health BSMH • Cincinnati, OH

8d

About The Position

The Telecommunications Operator expedites telephone, radio, pager, and public address communications throughout the hospital, including emergency announcements and notifications in accordance with the Emergency Preparedness Manual. The role contacts on-call teams and administrative, medical, surgery, anesthesia, cardiac, emergency, and disaster personnel as needed.

The operator handles internal and external calls promptly and courteously, prioritizes and transfers calls, supports patient-information requests, and coordinates language and sign-language interpretation. The role also maintains pagers where applicable and uses paging systems, two-way radios, and portable phones as needed. Operators monitor alarms and emergency notifications, follow applicable response procedures and site-specific policies, and document calls, alerts, shift occurrences, and outcomes according to protocol.

Additional duties may include maintaining the hospital directory and pager assignment records, assisting with ordering language phones and office supplies, and attending hospital staff meetings as needed.

Requirements

• High school diploma or equivalent.

Nice To Haves

• Prior telecommunications experience.
• Medical terminology experience.
• Hospital medical office experience.

Responsibilities

• Respond to, prioritize, navigate, and transfer internal and external calls, including calls concerning patient information and transfers to patient rooms.
• Troubleshoot caller problems and fulfill specific requests in a timely manner.
• Coordinate language and sign-language interpretation requests, connect callers with language-line personnel, and document relevant call details.
• Maintain pagers where applicable and use paging systems, two-way radios, and portable phones as needed.
• Contact on-call teams and personnel, document calls and response status, track outcomes, and notify appropriate personnel.
• Monitor and respond to security, panic, maintenance, elevator, weather-radio, Responder 5, emergency-phone-line, medical-gas, and other alarms or alerts.
• Respond to emergency codes and emergency or disaster situations in accordance with the Emergency Preparedness Manual and site-specific policies.
• Determine when outside operator assistance is needed and connect callers appropriately.
• Prioritize and dispatch calls forwarded from the information desk during its non-staffed hours.
• Record shift occurrences and complete documentation required by site policies and protocols.
• May organize and update the hospital directory, track employee pager assignments, assist managers with ordering departmental language phones, order office supplies, and attend hospital staff meetings as needed.

Benefits

• Competitive pay and incentives.
• Referral bonuses.
• 403(b) with employer contributions, when eligible.
• Medical, dental, vision, and prescription coverage.
• HSA/FSA options.
• Life insurance.
• Mental health resources and discounts.
• Paid time off.
• Parental and FMLA leave.
• Short- and long-term disability.
• Backup care for children and elders.
• Tuition assistance.
• Professional development and continuing education support. Benefits may vary based on market and employment status.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED