Telephone Operator - Full-Time
About The Position
This position provides administrative and business support and is responsible for answering calls on a PC switchboard console using professional telephone etiquette, then transferring calls to the appropriate destination. The operator triages and prioritizes requests, communicates with patients, clients, providers, and internal and external staff, and uses computer-based communication systems and multiple platforms to retrieve call information. The role also activates time-sensitive clinical and emergency codes as directed, monitors emergency code lines and panels, sends notifications through the switchboard, overhead announcements, paging, and texting services, and documents codes in a code log. The position requires a customer-service focus, protection of patient confidentiality, and compliance with HIPAA regulations. The role is onsite at MelroseWakefield Hospital and is scheduled for 40 hours per week, Monday through Friday, 11:00 AM to 7:00 PM. The employee must attend virtual orientation on the Monday start date from 8:30 AM to 5:00 PM and complete at least two to three weekdays of daytime training, 8:00 AM to 3:00 PM, during the first three to four weeks. Additional training may be required during regular scheduled hours; training length depends on the individual.
Requirements
- High school diploma or equivalent.
- Ability to perform repetitive tasks accurately under constant interruption 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.
- Skill with Microsoft Word, Excel, Outlook, and Teams.
- Frequent sitting, occasional standing and walking, and lifting 5–10 pounds.
- Manual dexterity for fine hand manipulation to operate 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 on a PC switchboard console using professional telephone etiquette and a standardized greeting, and transfer calls promptly to the appropriate destination.
- Triage requests to determine callers’ needs and connect them appropriately.
- Prioritize calls and use time effectively to achieve desired results.
- Communicate with patients, clients, providers, and internal and external staff using computer-based communication systems.
- Activate time-sensitive clinical and emergency codes as directed.
- Communicate and collaborate with the team to handle calls swiftly and accurately.
- Maintain customer service and patient confidentiality while following HIPAA regulations.
- Initiate paging requests 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/texting services across networks.
- Document 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
