Mercy Neighborhood Ministry

Mercy Health • Cincinnati, OH

5d

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, and emergency or disaster personnel.

The operator manages internal and external calls, coordinates interpretation requests, maintains pagers where applicable, uses paging systems, two-way radios, and portable phones, and monitors alarms and emergency notifications. The position also records shift occurrences and call details, and may assist with hospital directories, pager assignments, language phones, office supplies, and staff meetings.

Requirements

• High school diploma or equivalent.

Nice To Haves

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

Responsibilities

• Respond to, prioritize, and route internal and external calls promptly and courteously, including patient information requests and transfers to patient rooms.
• Troubleshoot and resolve caller problems and requests in a timely manner.
• Coordinate language and sign language interpretation requests, including connecting callers with language line personnel and documenting request 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 outcomes, and notify appropriate personnel of response status.
• Monitor and respond appropriately to security, panic, maintenance, elevator, weather radio, Responder 5, emergency phone line, and other alarms or notifications.
• Identify emergency and disaster codes, medical gas alerts, severe weather, elevator malfunctions, and security alerts; notify appropriate response personnel and document alert and response details.
• Determine when outside operator assistance is needed and connect callers appropriately.
• Dispatch and prioritize calls forwarded from the information desk during its non-staffed hours.
• Record shift occurrences and fulfill documentation requirements according to 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, incentives, referral bonuses, and a 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, and backup care for children and elders.
• Tuition assistance, professional development, and continuing education support.

What This Job Offers

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