Telephone Operator (Part-Time/Swing Shift) Torresdale

Jefferson Health Plans

2d

About The Position

The Telephone Operator serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a “voice with a smile”. The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes. Job Description Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson. Providing Service Excellence to all callers internal and external Promptly answers incoming calls and asks appropriate questions to properly direct the call Utilized all available resources so calls are directed timely and accurately Makes outbound calls when follow-up is needed Ensures urgent calls are handled with priority and escalation processes are utilized when necessary Communicates effectively with patients, physicians and other departments regarding delays Practices de-escalation and service recovery methods Consistently achieve team metric standards and expectations Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication Brings forth any compliance or ethics issues and recommendations for operational improvement Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures Additional miscellaneous duties and responsibilities may be assigned by leadership Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson. (Do not delete, move or over-write this statement) Providing Service Excellence to all callers internal and external Promptly answers incoming calls and asks appropriate questions to properly direct the call Utilized all available resources so calls are directed timely and accurately Makes outbound calls when follow-up is needed Ensures urgent calls are handled with priority and escalation processes are utilized when necessary Communicates effectively with patients, physicians and other departments regarding delays Practices de-escalation and service recovery methods Consistently achieve team metric standards and expectations Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication Brings forth any compliance or ethics issues and recommendations for operational improvement Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures Additional miscellaneous duties and responsibilities may be assigned by leadership

Responsibilities

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Providing Service Excellence to all callers internal and external
• Promptly answers incoming calls and asks appropriate questions to properly direct the call
• Utilized all available resources so calls are directed timely and accurately
• Makes outbound calls when follow-up is needed
• Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
• Communicates effectively with patients, physicians and other departments regarding delays
• Practices de-escalation and service recovery methods
• Consistently achieve team metric standards and expectations
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Brings forth any compliance or ethics issues and recommendations for operational improvement
• Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
• Additional miscellaneous duties and responsibilities may be assigned by leadership
• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Providing Service Excellence to all callers internal and external
• Promptly answers incoming calls and asks appropriate questions to properly direct the call
• Utilized all available resources so calls are directed timely and accurately
• Makes outbound calls when follow-up is needed
• Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
• Communicates effectively with patients, physicians and other departments regarding delays
• Practices de-escalation and service recovery methods
• Consistently achieve team metric standards and expectations
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Brings forth any compliance or ethics issues and recommendations for operational improvement
• Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
• Additional miscellaneous duties and responsibilities may be assigned by leadership

Benefits

• Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.
• For more benefits information, please click here

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed