Telecommunications Operator

Silver Cross Hospital•New Lenox, IL

About The Position

The Telecommunications Operator answers and routes incoming calls, provides callers with information, and helps them reach the appropriate department or person. The role supports calls requiring speed and accuracy, provides information about patient locations and call restrictions, and responds appropriately to irate callers by contacting staff and escalating calls when needed. The operator maintains directories and on-call schedules, performs clerical and incident-documentation duties, and follows applicable HIPPS laws and regulations. The role handles emergency calls and codes, contacts security and maintenance personnel, monitors hospital alarms and systems, and dispatches Building Services and Home Health after hours and on weekends. Operators also provide backup coverage for Security and train new operators and Security staff. The position uses hospital communications, paging, patient lookup, and monitoring systems, including Meditech/MOX, Outlook, Cerner, Air Messenger Pro, ComNet, ARC Call System, Cisco switchboard, CES, Siemens fire monitoring, Cure security systems, Rauland Nurse Call, and security radio. The operator also uses TDD and Pacific Interpreters for calls requiring special attention.

Requirements

Ability to answer and route calls and provide information to callers.
Ability to respond quickly and accurately to calls requiring speed and accuracy.
Ability to perform clerical and documentation duties.
Ability to follow procedures for emergency codes and disasters.
Ability to respond appropriately to irate callers and escalate calls when needed.

Responsibilities

Answer incoming calls, greet callers, provide information, and transfer calls.
Help callers identify and reach the appropriate department or person.
Handle calls where speed and accuracy are essential.
Perform clerical tasks, including typing, filing, documenting, and other miscellaneous duties.
Maintain an organized directory with current on-call schedules, telephone numbers, and addresses.
Follow HIPPS laws and regulations.
Route emergency calls appropriately and follow procedures for emergency codes and disasters.
Contact security and maintenance staff when necessary.
Complete the daily census.
Use Meditech/MOX, Outlook, and Cerner for email and patient or physician lookups.
Use and maintain Air Messenger Pro paging, ComNet overhead and zone paging, and the ARC Call System.
Page personnel through the Cisco switchboard system and CES, and page physicians and staff through Microsoft Outlook.
Monitor fire, generator, and security systems; monitor alarms and contact appropriate personnel when needed.
Use and monitor Rauland Nurse Call and the security radio.
Dispatch Building Services during meetings, after hours, and on weekends; document incidents and dispatch the technician on call.
Dispatch Home Health after hours and on weekends; document incidents and patient information, manage the Home Health on-call schedule, and contact the nurse on call.
Provide backup for Security by taking calls when Security staff are unavailable.
Train new operators and Security staff.
Operate TDD and Pacific Interpreters for calls requiring special attention.
Provide information about patient locations and remain familiar with call restrictions in each area.
Respond appropriately to irate callers, contact appropriate staff, and escalate calls when needed.