Telecommunications Operator
About The Position
The Telecommunications Operator is a fast-paced, per-diem position in Northern Light Health’s Switchboard Department at Northern Light Eastern Maine Medical Center. The operator screens internal and external calls, with call volume potentially reaching 100 calls per hour during peak periods and emergencies. Under direct supervision and established protocols, the operator uses telecommunications equipment and specialized circuits to answer calls and monitor equipment failures and security breaches. Equipment and systems include physician answering services, radio paging, fire alarm circuits, and related communications systems. The role supports hospital staff, patients, physicians, and the public by answering and directing calls, relaying messages, operating paging and intercom systems, responding to alarms and emergencies, and assisting with telecommunications equipment and services. Operators follow established procedures, maintain confidentiality, document relevant information, and contribute to safe, timely delivery of care.
Requirements
- High school diploma or General Educational Development (GED).
- Ability to communicate effectively with staff at all levels and assist in facilitating care delivery.
- Ability to remain calm, alert, tactful, and decisive during emergencies and difficult interactions.
- Demonstrated telephone courtesy, patience, sincerity, and a clear, modulated speaking voice.
- Ability to handle confidential information and follow HIPAA guidelines.
- Ability to learn and operate multiple computer programs and software applications, and to multitask across multiple computers while answering the console.
- Knowledge of or ability to learn emergency procedures, disaster plans, alarms, paging systems, physician on-call protocols, and hospital policies and procedures.
- Ability to follow safety policies and procedures and report accidents and unsafe conditions.
- Ability to work collaboratively, take accountability, and maintain professional relationships with coworkers and hospital personnel.
Responsibilities
- Answer and screen incoming internal and external calls, identify the hospital and themselves appropriately, and connect callers to the correct person, department, or patient information.
- Receive, place, transfer, and route calls while following telephone etiquette, confidentiality practices, and HIPAA guidelines.
- Respond promptly and courteously to callers, including people who are upset, and remain calm and tactful in difficult or emergency situations.
- Respond to emergency and disaster communications: receive and document information, notify appropriate personnel, activate emergency systems, announce emergency codes, and signal all clear when required.
- Answer code phone calls promptly, document pertinent information, and notify emergency personnel.
- Operate physician answering services, radio paging, fire alarm circuits, specialized communications circuits, intercom systems, and emergency phone backup systems.
- Send, look up, and print messages using the XTEND system; send numeric, alphanumeric, and voice pager messages; and support pager exchanges and user instructions.
- Monitor alarms, including boiler, comfort, medical gas, generator, Simplex, and 911 alarms; silence alarms as appropriate, notify relevant personnel, and log alarm information.
- Troubleshoot and diagnose communications, console, and computer equipment malfunctions and take steps to arrange prompt repair.
- Instruct hospital personnel in telephone features such as call forwarding, Audix, international calls, and conference calls.
- Follow procedures for signing out pagers, telephone switch room keys, on-call sleep rooms, patient telephones, and cellular phones; complete required logs and forms.
- Assist customers with language interpretation services and arrange sign-language interpreter appointments as needed.
- Answer physician on-call coverage calls, relay pertinent information, maintain and update physician on-call schedules, and follow answering-service protocols.
- Make patient operator-assisted calls and routinely answer the Physician Referral Service line according to departmental policy.
- Make routine announcements over the in-house intercom, including the close of visiting hours and other scheduled notifications.
- Follow daily shift routines, hospital and departmental policies, safety procedures, emergency plans, and established chain of command.
- Maintain knowledge of departmental updates and procedures through email, Currents, posted documentation, emergency logs, and department meetings.
- Attend staff meetings and hospital employee updates, complete required annual I-Care training, and review emergency incidents and logs.
- Seek support from coworkers when needed, address conflicts appropriately, communicate unresolved issues to a supervisor, and consult the supervisor about further instruction.
- Assist the Telecom Manager’s staff as needed, mentor and train new staff, and perform other duties as assigned.
- Contribute to the development of departmental philosophy, goals, objectives, policies, procedures, and job descriptions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
