Telecommunications Operator

Capital Health•Pennington, NJ

1d•Onsite

About The Position

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region. Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates. The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time). Position Overview Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Answer incoming calls in a professional and courteous manner, providing information or transferring calls to the appropriate individual or department. Patience, tact, and the ability to handle a wide range of people, including those who may be upset. Provide patient information as allowed, such as room numbers or department locations, while respecting patient confidentiality. A deep understanding of and adherence to patient confidentiality rules is required. Must be able to think quickly and use critical thinking to identify a caller's needs. Skills to manage a high volume of calls and a fast-paced environment. A good memory for names, numbers, and other important details. Basic computer skill and the ability to quickly learn new software and telephone systems. Software now used Spok (Xtend, Medicall), HBOC, Teams, Workday, AlertMedia. The use of handling radios to relay messages. The use of emergences phones if phone system is totally is down. Report any operating system problems to maintenance and or security. Answering service for Radiation Oncology after hours, weekends and holidays. Monitors mechanical, gas, panic, codes and fire alarms panels centralized in the switchboard area. Provides language and hearing specialized services to physicians, medical staff, patients, and community. References and utilizes organization on-call schedules including physician, nurses, technician and departments. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. Logging information, particularly during emergency situations. Requiring sitting at a desk for long periods. The ability to remain flexible, work independently. May work shifts that include nights, weekends, and holidays, as hospitals operate 24/7. Any Mandatory requirements that Capital Health requires. Answers code telephones within two rings and obtains pertinent information for code initiation and location. Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensures pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately. Operates overhead paging as needed within the assigned guidelines. Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame. Uses established scripts in answering and processing calls. Transfers internal calls successfully within established time frame of request. Routes calls to requested destinations within established time frame. Places callers on hold as required without call termination. Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician. References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames. Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information. References schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily. Notifies desired interpreter without delay for appropriate language need. Makes connection between interpreter and patient within required time frame. Uses appropriate client identification number for specific interpreter services or type of vendor utilized. Verifies that callers are properly connected to interpretive service provider. Provides equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment. Associates ring tone with appropriate type of alarm within established time frame. Silences alarm as required. Notifies appropriate hospital personnel to resolve issue within established guidelines. Follows up on resolution as needed. Provides information to other affected departments as needed within established time frames.

Requirements

Patience, tact, and the ability to handle a wide range of people, including those who may be upset.
A deep understanding of and adherence to patient confidentiality rules is required.
Must be able to think quickly and use critical thinking to identify a caller's needs.
Skills to manage a high volume of calls and a fast-paced environment.
A good memory for names, numbers, and other important details.
Basic computer skill and the ability to quickly learn new software and telephone systems.
Requiring sitting at a desk for long periods.
The ability to remain flexible, work independently.
May work shifts that include nights, weekends, and holidays, as hospitals operate 24/7.
Any Mandatory requirements that Capital Health requires.

Responsibilities

Demonstrates ability to effectively operate the switchboard console for routing internal and external calls.
Answer incoming calls in a professional and courteous manner, providing information or transferring calls to the appropriate individual or department.
Provide patient information as allowed, such as room numbers or department locations, while respecting patient confidentiality.
Report any operating system problems to maintenance and or security.
Answering service for Radiation Oncology after hours, weekends and holidays.
Monitors mechanical, gas, panic, codes and fire alarms panels centralized in the switchboard area.
Provides language and hearing specialized services to physicians, medical staff, patients, and community.
References and utilizes organization on-call schedules including physician, nurses, technician and departments.
Initiates and coordinates all established codes throughout Capital Health in accordance with policy.
Logging information, particularly during emergency situations.
Answers code telephones within two rings and obtains pertinent information for code initiation and location.
Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes.
Ensures pages are dealt with immediately.
Follows departmental procedures and scripts for individual codes.
Logs code event promptly and accurately.
Operates overhead paging as needed within the assigned guidelines.
Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.
Uses established scripts in answering and processing calls.
Transfers internal calls successfully within established time frame of request.
Routes calls to requested destinations within established time frame.
Places callers on hold as required without call termination.
Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.
References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames.
Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.
References schedules accurately based on time and date.
Sets up schedules for the following calendar day as required daily.
Notifies desired interpreter without delay for appropriate language need.
Makes connection between interpreter and patient within required time frame.
Uses appropriate client identification number for specific interpreter services or type of vendor utilized.
Verifies that callers are properly connected to interpretive service provider.
Provides equipment to hearing impaired patients through utilization of Security Department.
Completes forms and obtains signatures for release of equipment.
Associates ring tone with appropriate type of alarm within established time frame.
Silences alarm as required.
Notifies appropriate hospital personnel to resolve issue within established guidelines.
Follows up on resolution as needed.
Provides information to other affected departments as needed within established time frames.