Telephone Office Operator

Mayo Clinic•Phoenix, AZ

1d•Onsite

About The Position

Mayo Clinic is seeking a Telephone Operator to process all incoming calls from patients, visitors, clinic staff, administrative staff, support staff, and the general public. The operator must be able to accurately process a high rate of telephone calls over an extended period, handling repetitive and persistent tasks courteously throughout a full shift. The role involves assisting all callers in a polite, articulate, professional, and clear manner, and handling confidential and sensitive information. This position requires critical thinking, strong attention to detail, and the ability to prioritize tasks simultaneously in a fast-paced, ever-changing work environment. Adaptability, flexibility, a high level of concentration, memory retention, and attention to detail are essential. The role also involves utilizing paging systems for authorized personnel, expediting 911 emergencies, coordinating medical transports, and managing various internal/external emergency calls. The operator will also be responsible for updating physician on-call schedules, maintaining provider schedules, and editing the employee directory. The ability to search phonetically within complex clinical applications, including the Electronic Health Record, is required. This position may involve training new employees and performing other job-related duties as assigned by leadership.

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.
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, and attention to detail.
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, work in varying light levels, and perform repetitive upper body motions for duration of work shift.
Ability to accurately maintain a log of emergent patient calls (after hours); emergency code calls; and stroke calls.

Nice To Haves

Evidence of experience using various computer systems, applications and keyboarding skills.
Familiarity with Code Calls, Emergency Preparedness, and medical terminology.
Demonstrated ability to clearly speak, write, and understand the English language as well as be understood while speaking the English language.
Ability to handle calls from diverse callers to include non-English speakers and utilization of translation resources.
Demonstrated competency of the following skills: spoken communication; interaction and versatility; decision making and problem solving; coping; commitment to task; tolerance of ambiguity; ability to handle stressful situations and process emergencies on the fly; 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.

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.
Assisting all callers in a polite, articulate, professional, and clear manner.
Handling confidential and sensitive information.
Utilizing the paging systems for authorized personnel over multiple channels including: public address system, emergency voice pagers, and alpha display priority pagers.
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.
Managing Fire Evacuation; Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls for the Phoenix and Scottsdale campuses.
Searching phonetically within various complex clinical applications inclusive of the Electronic Health Record.
Updating physician on-call schedules, including regular maintenance of provider schedules.
Editing of employee directory, inclusive of all updates for new hires, transfers, terminations.
Navigating 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.
Prioritizing daily tasks simultaneously within a fast paced, ever changing work environment.
Meeting physical requirements including the ability to 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.
Training of new employees.
Performing other job-related duties as assigned by leadership.