Telephone Operator - Per Diem

Trinity Health•Fort Lauderdale, FL

5d•Onsite

About The Position

This is an as-needed position for Nights/Weekends/Holidays. There are typically 8-hour shifts. The role requires flexibility and punctuality in scheduling, including working varied shifts not excluding days, evenings/nights, weekends, and holiday rotations in the PBX and/or Guest Relations departments. A high level of interpersonal skills, utilizing emotional intelligence for effective communication with patients, customers, staff, and prospective clients, is essential. The operator will receive and handle all incoming phone calls, providing accurate information in line with HIPAA compliance, relaying messages, and transferring callers. The ability to multi-task, responding to multiple phone lines and greeting visitors, as well as escorting them, is also required. Handling individuals with complaints professionally and courteously, navigating them through appropriate channels, offering Guest Relations Management contact information, and utilizing the chain of command for urgent situations are key responsibilities. The role also involves maintaining main lobby conditions, utilizing the PBX Attendant's Console, overseeing multiple alarm systems, and employing protocols for alerting the organization to various codes. Utilization of the overhead paging system in accordance with noise reduction initiatives and effective communication with management are expected. Personal hygiene and appearance must be maintained to reflect the expectations of Guest Relations associates. Participation in all mandatory education, competencies, meetings, and events is required. An innovative mindset is encouraged for addressing cost containment procedures that benefit the organization’s People-Centered 2020 strategic focus of effective stewardship. Performs other duties as requested by management within job scope.

Requirements

High School Diploma or Equivalent is required
Minimum of 1 year of Customer Service experience in a Hospital and/or Hospitality setting is strongly preferred.
Previous PBX experience preferred
Experience with Microsoft Office including Word, Excel, and Outlook

Responsibilities

Flexibility and punctuality in scheduling inclusive of working varied shifts not excluding days, evening/nights, weekends and Holiday rotations in the PBX and/or Guest Relations departments.
High level of interpersonal skills via utilization of emotional intelligence for effective communication with patients, customers, staff, and prospective clients of the organization.
Receive and handle all incoming phone calls, providing accurate information to callers in line with HIPAA compliance; as well as relaying messages and transferring callers to appropriate personnel, patients, and/or visitors.
Ability to multi-task responding to multiple phone lines and greeting visitors entering the organization; as well as escorting new visitors guiding to various destinations in organization.
Handling of individuals presenting with complaints in a professional and courteous manner by navigating those customers through the appropriate channels to address their concerns, including but not limited to offering Guest Relations Management contact information, utilizing the chain of command to address situations of more urgent necessity, etc.
Maintaining Main Lobby conditions to assure aesthetics are in line with organization expectations
Utilization of PBX Attendant's Console with expectations of keeping system updated
Ability to oversee multiple alarm systems and employing protocols of alerting the organization to various codes that may occur.
Utilization of overhead paging system in accordance with noise reduction initiatives.
Effective communication with management keeping key personnel informed of pertinent information.
Personal hygiene and appearance maintained to reflect the expectations of Guest Relations associates interacting with various customers of the organization, inclusive of uniform requirements.
Participate in all mandatory education and competencies; as well as meetings or events where Guest Relations and PBX Associates' attendance is required.
Innovative mindset utilizing creative methods of addressing initiatives of cost containment procedures that benefit the organization’s People-Centered 2020 strategic focus of effective stewardship.
Performs other duties as requested by management within job scope.