Telephone Operator

Mayo Clinic • Jacksonville, FL

5d • $20 - $25

About The Position

The Telephone Operator answers and triages high volumes of calls, including emergency code calls, and coordinates callers with responding parties. The role monitors alerts from emergency equipment, contacts personnel for emergency management situations, makes public address announcements, redirects service pagers, and manages calls involving hospital-to-hospital transfers and physician referrals. It uses multiple phone, computer, and internet applications and maintains an in-depth, tiered database of on-call staff and personnel and departmental listings. The operator reviews backup procedures to ensure a swift changeover if the main system fails.

The position accurately logs emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls, and organ procurements. It arranges conference calls involving five parties or fewer, places international calls for medical staff when appropriate, and uses decision trees to identify the proper on-call team for emergent physician-requested calls. The operator assists the Referring Physicians' Office after hours by forwarding referral information for processing the next business day, remains courteous and helpful, and maintains competencies and awareness of policy and procedural changes.

Requirements

• High school diploma or GED.
• Previous experience operating a multi-line telephone system.
• Previous customer service skills.
• Strong problem-solving and decision-making skills.
• Experience with computers and Microsoft products.
• Keyboarding or typing skills.
• Ability to quickly and accurately manage emergency calls.
• Ability to work weekends and alternating holidays.
• Ability to see and hear within normally acceptable standards, with or without amplification devices.
• Ability to communicate effectively in English verbally and in writing, with or without reasonable accommodation.
• Adequate use of both hands.
• Ability to sit for long periods of time.
• Individuals who have not completed a Medical Terminology course must successfully complete one within six months of employment.

Nice To Haves

• At least one year of experience in a medical setting.

Responsibilities

• Answer and triage extremely high volumes of phone calls, including critical code calls involving emergent situations.
• Coordinate emergency callers with responding parties efficiently and accurately.
• Monitor and respond to alerts routed from emergency equipment.
• Contact personnel for emergency management situations, including mass casualties and hurricanes.
• Use multiple phone, computer, and internet applications throughout the day.
• Maintain and use a tiered, in-depth database of on-call staff for clinical and hospital areas.
• Manage and update personnel and departmental listings for the online quarterly directory.
• Review backup procedures regularly to support swift changeover if the main system fails.
• Facilitate emergency announcements over the public address system and redirect service pagers.
• Maintain accurate logs of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls, and organ procurements.
• Arrange conference calls involving five parties or fewer.
• Place international calls for medical staff when appropriate.
• Manage calls regarding hospital-to-hospital transfers.
• Assist the Referring Physicians' Office after hours by forwarding referral information for processing the next business day.
• Use decision trees to determine the proper on-call team for emergent physician-requested calls.
• Remain courteous and helpful throughout the shift, placing patients' needs first.
• Maintain competencies and stay up to date on policy and procedural changes.

Benefits

• Multiple medical plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Vision plan with a national network.
• Health Savings Account and Flexible Spending Accounts for eligible expenses.
• Competitive retirement package.

What This Job Offers

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