Telephone Operator

University Hospitals•Shaker Heights, OH

About The Position

The Telephone Operator works in a call center environment, where all the work is done by phone and computer with internal and external customers across the University Hospitals (UH) Health System. This position serves as a compassionate, trusted, and able resource for anyone seeking care or services at UH by intently understanding each person's unique need in order to efficiently and effectively match them with available resources and services across the UH system. The Telephone Operator will handle multiple calls and requests, responding quickly and professionally. In addition, the Telephone Operator will handle UH hospital requests for overhead paging, ensuring appropriate and accurate notifications for each situation to ensure the highest levels of patient care. This position requires critical thinking, problem-solving, active listening, and heightened professionalism to appropriately resolve each call while creating a relationship that supports the UH brand.

Requirements

High School Equivalent / GED required.
1+ years of customer service-related experience or office experience required or
Associates or Bachelors degree will be accepted in lieu of 1 year work experience required
Knowledge of medical terminology.
Excellent customer service skills and ability to use good judgment.
Excellent verbal communication skills.
Excellent listening skills.
Strong interpersonal skills.
Able to adhere to structured call center metrics in a closely monitored, fast-paced environment.
Able to function independently and as a team player.
Professional demeanor.
Ability to maintain confidentiality.
Proven good work and attendance record.
Knowledge of basic office equipment, such as: telephones, computer systems, and fax and copy machines (Required proficiency)
Good spelling skills.
Knowledge of phone and paging systems.

Responsibilities

Answers and screens all internal and external calls to the main hospital number and accurately directs them in a prompt and courteous manner to the appropriate resource.
Pages and directs callers and emergency teams to the appropriate individual or department. Works with multiple hospital's audio and overhead paging systems.
Provides daily maintenance service for the paging system and maintains a knowledge of the UH on-call system.
Ensures that every individual who calls UH experiences the highest level of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of the UH Health System.
Creates a sense of care for the patient/guest through active listening and excellent communication and demonstrates the highest level of customer service through courtesy and concern.
Handles and manages a wide variety of patient inquiries regarding physicians, services, and logistics to ensure access to care with maximum throughput and minimal delay.
Functions as an integrated team member and works collaboratively with other staff and providers across the UH Health System to improve patient experience and departmental efficiency.
Appropriately escalates issues to leadership for support when needed and quickly and seamlessly meets and recovers any service delivery issues.
Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients.
Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.