Mercy Neighborhood Ministry

Bon Secours Mercy Health•Cincinnati, OH

About The Position

The Telecommunications Operator expedites telephone, radio, pager, and public address communications throughout the hospital, including emergency announcements and notifications in accordance with the Emergency Preparedness Manual. The role contacts on-call teams and administrative, medical, surgery, anesthesia, cardiac, emergency, and disaster personnel. The operator handles internal and external calls, coordinates language and sign language interpretation, and uses paging systems, two-way radios, portable phones, and other site-specific communication systems. The position also monitors and responds to alarms and emergency notifications, dispatches calls, documents calls and shift occurrences, and follows site policies and protocols. Additional duties may include maintaining pagers, updating the hospital directory, tracking employee pager assignments, helping managers order departmental language phones, ordering office supplies, and attending staff meetings as needed.

Requirements

High school diploma or equivalent.

Nice To Haves

Prior telecommunications experience.
Medical terminology experience.
Hospital or medical office experience.

Responsibilities

Respond to, prioritize, and route internal and external calls promptly and courteously, including requests for patient information and transfers to patient rooms.
Coordinate language and sign language interpretation requests, including connecting callers with language-line personnel and documenting request details.
Troubleshoot and resolve caller problems and specific requests in a timely manner.
Maintain pagers where applicable and use paging systems, two-way radios, and portable phones as needed.
Contact on-call teams and personnel when requested; document calls, track request outcomes, and notify appropriate personnel of response status.
Monitor and respond appropriately to alarms and notifications, including security and panic alarms, maintenance, elevator, weather radio, Responder 5, and emergency phone-line notifications.
Respond to emergency codes and site-specific policies, identify alert situations, notify appropriate response personnel, and document alert and response details.
Determine when outside operator assistance is needed and connect callers appropriately.
Respond to, prioritize, and dispatch calls forwarded from the information desk during its non-staffed hours.
Record shift occurrences and complete documentation required by site policies and protocols.
May organize and update the hospital directory, track employee pager assignments, assist managers with ordering departmental language phones, order office supplies, and attend hospital staff meetings as needed.