Telecommunications Operator

Kent Hospital•Warwick, RI

About The Position

The Telecommunications Operator receives and dispatches approximately 250–350 calls efficiently and courteously for the hospital and MEDNET Answering Service. The role requires empathy toward patients, visitors, and staff, the ability to work under pressure, flexibility to accommodate department scheduling needs, and computer skills. This is a third-shift position scheduled for 10:30 p.m.–6:30 a.m., two nights per week. All positions, including per diem, require extensive training on all shifts. The stated training schedule is subject to change: Monday–Friday, 8:00 a.m.–2:00 p.m. for 2–3 weeks; Monday–Friday, 3:00 p.m.–8:00 p.m. for 1–2 weeks; and weekday evenings, 10:30 p.m.–6:30 a.m. for 1–2 nights.

Requirements

High school diploma or equivalent.
Computer skills.
Reliability, professional grooming, and a team-oriented approach.
Ability to work in a fast-paced environment and under pressure.
Exceptional interpersonal skills, patience, and the ability to communicate clearly in writing and verbally using positive language and a calm, cheerful manner.
Ability to resolve potentially stressful caller interactions.
Demonstrated attention to meticulous detail in ongoing work.
Excellent data-entry, proofreading, spelling, and typing skills.
Flexibility to accommodate schedule changes and department needs.

Nice To Haves

Knowledge of AMION on-call scheduling, customer service, and answering service operations.

Responsibilities

Greets visitors by phone and in person professionally, promptly, and courteously.
Dispatches calls professionally, promptly, accurately, and courteously.
Uses department on-call lists to provide accurate information when requested.
Updates AMION and MEDNET changes as they occur during the shift; first shift inputs daily coverage.
Answers and dispatches emergency calls, codes, elevator alarms, and emergency stat calls promptly and accurately, in one ring or less, while remaining calm.
Responds to the Fire Department and 800 MHz radio.
Uses walkie-talkies as specified by the accounts.
Maintains excellent interpersonal relationships with affiliated departments, staff, patients, and outside contacts, with an emphasis on customer service.
Distributes requested A/V equipment, ensures employees sign equipment in and out, and checks returned equipment for wires, cords, and other items.
Provides pager management assistance on all shifts, including pager replacement, battery replacement, and troubleshooting.
Maintains quality records and tickets in collaboration with clients.
Performs other related duties as assigned.