Telecommunications Operator

Kent Hospital•Warwick, RI

About The Position

The Telecommunications Operator receives and dispatches 250–350 calls efficiently and courteously for the hospital and MEDNET Answering Service. The role requires genuine interest and empathy in meeting the needs of patients, visitors, and staff, the ability to work well under pressure, and flexibility to accommodate schedule changes to meet department needs. Computer skills are required. The operator provides professional and courteous phone and in-person service, handles emergency and routine calls, maintains scheduling and account records, and assists with equipment and pager management. Employees are expected to communicate calmly and clearly, maintain excellent customer service, and conduct themselves in accordance with the organization’s ethical standards, policies, mission, vision, and values.

Requirements

High school diploma or equivalent.
Computer skills.
Reliable, well-groomed, and a team player.
Ability to work in a fast-paced environment and under pressure.
Exceptional interpersonal skills, patience, and flexibility to schedule changes to meet department needs.
Clear written and verbal communication using positive language and a calm, cheerful manner.
Ability to resolve potentially stressful caller interactions.
Demonstrated attention to meticulous detail.
Excellent data entry, proofreading, spelling, and typing skills.
Genuine interest and empathy in meeting the needs of patients, visitors, and staff.

Nice To Haves

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

Responsibilities

Greet visitors by phone and in person in a professional, prompt, and courteous manner.
Dispatch calls professionally, promptly, accurately, and courteously.
Refer to department on-call lists to provide accurate information upon request.
Update AMION and MEDNET changes as they occur during the shift; first-shift staff input daily coverage.
Answer and dispatch emergency calls, codes, elevator alarms, and emergency stat calls promptly and accurately, in one ring or less, while remaining calm.
Respond to the Fire Department and 800 MHz radio.
Use walkie-talkies as specified in accounts.
Maintain excellent interpersonal relationships with affiliated departments, staff, patients, and outside contacts, with an emphasis on customer service.
Distribute audiovisual equipment as requested, ensure employees sign it in and out, and check returned equipment for wires, cords, and other components.
Provide pager management assistance on all shifts, including replacement, battery changes, and troubleshooting.
Maintain quality records and tickets in accounts in collaboration with clients.
Perform other related duties as assigned.