Telephone Office Operator

Mayo Clinic•Phoenix, AZ

1d•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. Must be able to meet the physical requirements including the ability to do the following: view a computer monitor and read newsprint font style and size; hear in both ears; visual acuity and ability to distinguish colors; sit at a computer desk, work in varying light levels, and perform repetitive upper body motions for duration of work shift. Works flexible hours, which may include days, evenings, nights, holidays and weekends. May be asked to perform other job-related duties as assigned by leadership including training of new employees.

Requirements

Ability to accurately process a high rate of telephone calls over an extended period of time.
Ability to support repetitive and persistent responsibilities and tasks in a courteous manner through the duration of a full shift.
Ability to assist all callers in a polite, articulate, professional, and clear manner.
Ability to handle confidential and sensitive information.
Ability to search phonetically within various complex clinical applications inclusive of the Electronic Health Record.
Ability to navigate through multiple electronic applications and devices.
Critical thinking skills.
Strong attention to detail.
Ability to prioritize daily tasks simultaneously within a fast-paced, ever-changing work environment.
Adaptability and flexibility within a strong team structure.
High level of concentration.
Memory retention.
Ability to view a computer monitor and read newsprint font style and size.
Ability to hear in both ears.
Visual acuity and ability to distinguish colors.
Ability to sit at a computer desk.
Ability to work in varying light levels.
Ability to perform repetitive upper body motions for duration of work shift.

Responsibilities

Processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public.
Accurately processing a high rate of telephone calls over an extended period of time.
Supporting repetitive and persistent responsibilities and tasks in a courteous manner through the duration of a full shift.
Assisting all callers in a polite, articulate, professional, and clear manner.
Handling confidential and sensitive information.
Utilizing paging systems for authorized personnel over multiple channels.
Expediting all 911 emergencies.
Coordinating non-emergency medical transports for Mayo Clinic patients.
Searching phonetically within various complex clinical applications inclusive of the Electronic Health Record.
Updating physician on-call schedules and performing regular maintenance of provider schedules.
Editing the employee directory, inclusive of all updates for new hires, transfers, and terminations.
Navigating through multiple electronic applications and devices.
Prioritizing daily tasks simultaneously within a fast-paced, ever-changing work environment.
Training new employees.