Telephone Operator - Per Diem

Trinity Health•Ft. Lauderdale, FL

1d•Onsite

About The Position

This is a per diem, part-time position for a Telephone Operator at Holy Cross Health, a full-service, not-for-profit Catholic teaching hospital. The role requires flexibility for rotating shifts, including days, evenings, nights, weekends, and holidays, typically 8-hour shifts. Key responsibilities include handling all incoming phone calls, providing accurate information in compliance with HIPAA, relaying messages, transferring calls, and greeting and escorting visitors. The operator will also manage complaints professionally, utilize computer systems, maintain the main lobby's aesthetics, operate the PBX Attendant's Console, oversee multiple alarm systems, and use the overhead paging system. The position emphasizes effective communication, professional appearance, participation in mandatory education, and an innovative mindset for cost containment.

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.

Nice To Haves

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.