Telephone Operator - Per Diem

Trinity Health•Fort Lauderdale, FL

1d•Onsite

About The Position

The Telephone Operator position is an as-needed role, primarily covering nights, weekends, and holidays, with typical 8-hour shifts. Responsibilities include managing incoming phone calls, providing accurate information in compliance with HIPAA, relaying messages, and transferring calls to appropriate personnel, patients, or visitors. The operator must be able to multitask, handling multiple phone lines while also greeting and escorting visitors. The role involves professionally addressing complaints, utilizing the PBX Attendant's Console, overseeing multiple alarm systems, and using an overhead paging system. Candidates need strong interpersonal skills, computer and IT savviness, and the ability to adapt to software changes. Maintaining the main lobby's aesthetics, effective communication with management, and adherence to personal hygiene and uniform requirements are also key. The operator is expected to participate in mandatory education, competencies, and meetings, and contribute to cost containment initiatives.

Requirements

High School Diploma or Equivalent is required
Experience with Microsoft Office including Word, Excel, and Outlook

Nice To Haves

Minimum of 1 year of Customer Service experience in a Hospital and/or Hospitality setting is strongly preferred.
Previous PBX experience preferred

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.
Computer and IT Savvy with easy adaptability to changes in software and/or functions of various operating systems.
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.