Telephone Operator

Mayo Clinic•Jacksonville, FL

About The Position

Answers and triages extremely high phone volumes, including critical code calls involving emergent situations. Processes emergency calls by coordinating caller with responding parties in an efficient and accurate manner. Monitors and responds to alerts routed from emergency equipment. Responsible for contacting personnel for emergency management situations such as mass casualties and hurricanes. Utilizes multiple phone, computer and internet applications throughout the day. Maintains and utilizes a tiered, in-depth database of on-call staff for clinical/hospital areas. Manages and updates personnel and departmental listings for the online quarterly directory. Regularly reviews backup procedures to assure swift changeover should the main system fail. Facilitates emergency announcements over the public address system. Redirects Service Pagers. Accurately maintains a log of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls and organ procurements. Arranges conference calls involving five parties or less. Places international calls for medical staff when appropriate. Remains courteous and helpful throughout the shift placing the needs of the patients first. Maintains competencies and stays abreast of all policy and procedural changes. Manages calls regarding hospital-to-hospital transfers. Assists Referring Physicians' Office after hours by forwarding referral information to their office for processing the next business day. Uses decision trees to determine the proper on call team to differentiate emergent physician-requested calls.

Requirements

High School diploma or GED required.
At least 1 year of experience in a medical setting preferred.
Previous experience with the operation of multi-line telephone system experience required.
Previous customer service skills.
Must demonstrate strong problem solving and decision-making skills.
Experience with computer and Microsoft products required.
Keyboarding or typing skills essential
Ability to quickly and accurately manage emergency calls.
Works additional hours or a modified shift to support the work unit during staffing emergencies.
Follows safe work practices.
Must be able to see and hear within normally acceptable standards, either with or without the use of amplification devices.
Must be able to communicate effectively in English, verbal, audible and in writing, with or without reasonable accommodation.
Must be able to work weekends and alternating holidays.
Must have adequate use of both hands.
Must be able to sit for long periods of time.
Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment.
This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position.
Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.

Nice To Haves

At least 1 year of experience in a medical setting preferred.

Responsibilities

Answers and triages extremely high phone volumes, including critical code calls involving emergent situations.
Processes emergency calls by coordinating caller with responding parties in an efficient and accurate manner.
Monitors and responds to alerts routed from emergency equipment.
Responsible for contacting personnel for emergency management situations such as mass casualties and hurricanes.
Utilizes multiple phone, computer and internet applications throughout the day.
Maintains and utilizes a tiered, in-depth database of on-call staff for clinical/hospital areas.
Manages and updates personnel and departmental listings for the online quarterly directory.
Regularly reviews backup procedures to assure swift changeover should the main system fail.
Facilitates emergency announcements over the public address system.
Redirects Service Pagers.
Accurately maintains a log of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls and organ procurements.
Arranges conference calls involving five parties or less.
Places international calls for medical staff when appropriate.
Remains courteous and helpful throughout the shift placing the needs of the patients first.
Maintains competencies and stays abreast of all policy and procedural changes.
Manages calls regarding hospital-to-hospital transfers.
Assists Referring Physicians' Office after hours by forwarding referral information to their office for processing the next business day.
Uses decision trees to determine the proper on call team to differentiate emergent physician-requested calls.