Telephone Operator - Full-Time, Overnights
About The Position
This position provides administrative and business support by answering calls on a PC switchboard console, using professional telephone etiquette, and transferring callers to the appropriate destination. The operator triages requests, communicates with patients, clients, providers, and staff, and activates time-sensitive clinical and emergency codes as directed. The role also monitors emergency code lines and panels, sends pages and notifications through switchboard, overhead announcement, paging, and messaging systems, and documents codes. The position is onsite at Lowell General Hospital - Saints Campus and is scheduled for 40 hours per week, Sunday through Thursday, 11:00 PM to 7:00 AM. The employee must attend virtual orientation on the start date, Monday from 8:30 AM to 5:00 PM. Training is required during all shifts (11:00 AM–7:00 PM, 3:00 PM–11:00 PM, and 7:00 PM–3:00 AM); training length depends on the individual.
Requirements
- High school diploma or equivalent.
- Ability to perform repetitive tasks accurately amid constant interruptions and frequent pressure.
- Excellent customer service skills.
- Ability to work as part of a team.
- Ability to adapt to changing situations and demands.
- Ability to remain composed in stressful situations.
- Time management, planning, and organizational skills.
- Proficiency with Microsoft Word, Excel, Outlook, and Teams.
- Frequent sitting, occasional standing and walking, and lifting 5–10 pounds.
- Manual dexterity for operating a computer keyboard or related equipment.
- Ability to see a computer screen, monitoring equipment, and reports.
Nice To Haves
- Experience working in a call center environment.
- Experience with Spok and TigerConnect applications.
Responsibilities
- Answer calls efficiently on a PC switchboard console using professional telephone etiquette and a standardized greeting, and transfer calls to the appropriate destination in a timely manner.
- Triage requests to determine callers’ needs and connect them appropriately.
- Prioritize calls and use time effectively.
- Communicate with patients, clients, providers, and internal and external staff using computer-based communication systems.
- Activate time-sensitive clinical and emergency codes as directed.
- Collaborate with the team to handle calls swiftly and accurately.
- Provide customer service while protecting patient confidentiality and complying with HIPAA regulations.
- Initiate pages using the page system or other messaging applications.
- Navigate multiple platforms to retrieve call information.
- Capture non-clinical information from callers and provide accurate information to clinical providers.
- Monitor emergency code lines and panels, including Code Blue, STATS, and Comprehensive Disaster.
- Activate code procedures and notify necessary staff using the PC switchboard console, overhead announcements, and paging or texting services across various networks.
- Maintain documentation of all codes in the code log.
- Contribute to team goals and achievements and foster a positive work environment.
Benefits
- Comprehensive Total Rewards package supporting health, financial security, and career growth.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
