Telephone Office Operator

Mayo Clinic•Phoenix, AZ

8d•Onsite

About The Position

The Telephone Operator is primarily responsible for processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public. Operator must be able to accurately process a high rate of telephone calls over an extended period of time. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Assists all callers in a polite, articulate, professional, and clear manner. Operator must handle confidential and sensitive information. Utilizes the paging systems for authorized personnel over multiple channels including: public address system, emergency voice pagers, and alpha display priority pagers. Responsible for expediting all 911 emergencies to include: Code Triage Disasters; Radiation and Chemical Spills; External law enforcement, fire, and emergency medical service response (as applicable); coordination of non-emergency medical transports for Mayo Clinic patients; Fire Evacuation; Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls for the Phoenix and Scottsdale campuses. Ability to search phonetically within various complex clinical applications inclusive of the Electronic Health Record. Responsible for physician on-call schedule updates, to include regular maintenance of provider schedules. Responsible for editing of employee directory, inclusive of all updates for new hires, transfers, terminations. Must be able to navigate through multiple electronic applications and devices, examples include: Infinity Telephone Agent (Telephone Operating system), On Call Supervisor, Telephone Operators Directory (TOD) Quarterly Manager, Quarterly Directory (printed and on-line), Intelligent Series Supervisor, Red Phone, Pager Lookup, Stroke LVO Group Paging System and backup. This position requires critical thinking skills with strong attention to detail. Requires the ability to prioritize daily tasks simultaneously within a fast paced, ever changing work environment; must be adaptable and flexible within a strong team structure. Possesses a high level of concentration, memory retention, and attention to detail.

Requirements

High school diploma or GED equivalent.
A minimum of two (2) years of customer service/hospitality/telephone operator experience.
At least one (1) year of multiple-line telephone experience.
Evidence of experience using various computer systems, applications, and keyboarding skills.
Demonstrated ability to clearly speak, write, and understand the English language as well as be understood while speaking the English language.
Operators must be able to handle calls from diverse callers to include non-English speakers and utilization of translation resources.
Demonstrated competency of spoken communication.
Demonstrated competency of interaction and versatility.
Demonstrated competency of decision making and problem solving.
Demonstrated competency of coping.
Demonstrated competency of commitment to task.
Demonstrated competency of tolerance of ambiguity.
Demonstrated competency of ability to handle stressful situations and process emergencies on the fly.
Demonstrated competency of use of verbal de-escalation techniques to manage irate or emotional callers, to bring resolution to their concerns.
Evidence of service excellence while displaying strong interpersonal and organizational skills.
Ability to be alert, perceptive, dependable, and task oriented.
Ability to relate to persons with diverse educational, socioeconomic, and racial/ethnic backgrounds.
Demonstrated ability to function independently after receiving four to eight weeks of on-the-job-training.

Nice To Haves

Familiarity with Code Calls, Emergency Preparedness, and medical terminology.

Responsibilities

Process all incoming calls from patients, visitors, clinic staff, administrative staff, support staff, and the general public.
Accurately process a high rate of telephone calls over an extended period of time.
Assist all callers in a polite, articulate, professional, and clear manner.
Handle confidential and sensitive information.
Utilize paging systems for authorized personnel over multiple channels (public address system, emergency voice pagers, alpha display priority pagers).
Expedite all 911 emergencies, including Code Triage Disasters, Radiation and Chemical Spills, external law enforcement, fire, and emergency medical service response.
Coordinate non-emergency medical transports for Mayo Clinic patients.
Manage Fire Evacuation, Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls.
Search phonetically within various complex clinical applications, including the Electronic Health Record.
Update physician on-call schedules and maintain provider schedules.
Edit employee directory, including updates for new hires, transfers, and terminations.
Navigate through multiple electronic applications and devices (Infinity Telephone Agent, On Call Supervisor, Telephone Operators Directory (TOD) Quarterly Manager, Quarterly Directory, Intelligent Series Supervisor, Red Phone, Pager Lookup, Stroke LVO Group Paging System).
Prioritize daily tasks simultaneously within a fast-paced, ever-changing work environment.
Maintain a log of emergent patient calls (after hours), emergency code calls, and stroke calls.