Telecommunications Operator

Cleveland Clinic • Weston, FL

2d • Onsite

About The Position

Join Cleveland Clinic’s Martin South Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This 100-bed hospital provides top-quality patient care to the communities in and around Martin County. Here, you will work alongside passionate physicians, nurses and other caregivers in a family-oriented, supportive environment. Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors, caregivers, and staff safe and secure. As a Communication Services Telecommunication Operator, you’ll play an essential role in this mission by providing quick and accurate processing of all telecommunications needs. You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls. In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization. A caregiver in this role will work 12:00pm to 9:00pm including weekends. A caregiver who excels in this role will:
Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
Answer all incoming phone calls on a multi-function phone system.
Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls.
Process calls according to given situation.
Determine priority and protocol and dispatch security personnel accordingly.
Operate Nortel console.
Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
Answer all calls identifying facility and operator's name with appropriate greeting.
Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
Operate page console and associated equipment.
Provide in-house, long-range and paging services for clinic caregivers and outside callers.
Notify proper personnel during traumas and medical emergencies.
Assist clinic personnel in contacting on-call physicians and staff physicians.
Provide outside callers with medical assistance by directing them to appropriate service.
Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request and answer and contact proper personnel as required.
Handle emergency calls on the emergency phone line designated for same-medical emergencies.
Activate emergency code pagers and make necessary phone calls to responding personnel.
Assist as back up for the security emergency line and respond after two rings if not answered.
Process and distribute the on-call schedule on a weekly and timely basis.
Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.

Requirements

• Knowledge of the Nortel console and pate equipment
• Knowledge of placing local, long distance and overseas calls, directory information and oral paging
• Demonstrated knowledge of CRT/PC operation
• Knowledge of fax machines
• Clear, concise speaking voice
• Communication, customer service and interpersonal skills

Nice To Haves

• High School Diploma or GED
• Experience in a medical/hospital environment or call center
• One year of Switchboard experience
• Experience with the Nortel phone system

Responsibilities

• Receive, record and respond to all phone calls, emergency calls and oxygen alarms.
• Answer all incoming phone calls on a multi-function phone system.
• Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls.
• Process calls according to given situation.
• Determine priority and protocol and dispatch security personnel accordingly.
• Operate Nortel console.
• Receive and screen all incoming and outgoing calls to determine proper routing and provide system usage information and assistance.
• Answer all calls identifying facility and operator's name with appropriate greeting.
• Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.
• Operate page console and associated equipment.
• Provide in-house, long-range and paging services for clinic caregivers and outside callers.
• Notify proper personnel during traumas and medical emergencies.
• Assist clinic personnel in contacting on-call physicians and staff physicians.
• Provide outside callers with medical assistance by directing them to appropriate service.
• Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request and answer and contact proper personnel as required.
• Handle emergency calls on the emergency phone line designated for same-medical emergencies.
• Activate emergency code pagers and make necessary phone calls to responding personnel.
• Assist as back up for the security emergency line and respond after two rings if not answered.
• Process and distribute the on-call schedule on a weekly and timely basis.
• Consistently process all patient information according to HIPAA policy and procedures adhering to patient's rights and confidentiality.

Benefits

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Follows Standard Precautions using personal protective equipment as required for procedures.
• Drug free environment
• Influenza vaccination on an annual basis or obtaining an approved exemption
• Outstanding, comprehensive offerings are an investment in your health, well-being and future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED