Telecommunications Operator

Care New England Health System•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 empathy and a genuine interest in meeting the needs of patients, visitors, and staff, as well as the ability to work under pressure and adapt to schedule changes. Computer skills are required. The operator greets visitors by phone and in person, routes routine and emergency calls, maintains on-call and coverage information, and supports pager and audiovisual equipment management. The position also involves radio communications, accurate recordkeeping, and collaboration with clients and affiliated departments while maintaining a strong focus on customer service.

Requirements

High school diploma or equivalent.
Reliable, well-groomed, and a team player.
Ability to work in a fast-paced environment.
Exceptional interpersonal skills and the ability to display patience.
Clear written and verbal communication using positive language and a calm, cheerful manner.
Ability to resolve potentially stressful caller interactions.
Demonstrated ability to handle meticulous detail continuously.
Excellent data-entry, proofreading, spelling, and typing skills.
Computer skills.

Nice To Haves

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

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 during the shift; first-shift operators enter daily coverage.
Answer and dispatch emergency calls, codes, elevator alarms, and emergency stat calls promptly and accurately, in one ring or less and in a calm manner.
Respond to the Fire Department and 800 MHz radio, and use walkie-talkies as specified for each account.
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 equipment in and out, and check returned equipment for wires, cords, and other components.
Assist with pager management on all shifts, including pager replacement, battery replacement, and troubleshooting.
Maintain quality records and tickets in accounts in collaboration with clients.
Perform other related duties as assigned.