Telephone Operator

Mayo Clinic • Jacksonville, FL

5d • $20 - $25

About The Position

The Telephone Operator answers and triages very high call volumes, including critical code calls involving emergencies. The role coordinates emergency callers with responding parties, monitors and responds to alerts from emergency equipment, contacts personnel for emergency management situations, and makes emergency announcements over the public address system. The operator uses multiple phone, computer, and internet applications; maintains a tiered database of on-call staff; updates personnel and departmental listings in the online quarterly directory; reviews backup procedures; and redirects service pagers.

The operator maintains accurate logs of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls, and organ procurements. Additional duties include arranging conference calls involving five or fewer parties, placing international calls for medical staff when appropriate, handling hospital-to-hospital transfer calls, and assisting the Referring Physicians' Office after hours by forwarding referral information for processing the next business day. Decision trees are used to identify the appropriate on-call team for emergent physician-requested calls. The operator remains courteous and patient-focused, maintains competencies, and stays current with policy and procedural changes.

Requirements

• High school diploma or GED required.
• Previous experience operating a multi-line telephone system required.
• Previous customer service skills.
• Strong problem-solving and decision-making skills.
• Experience with computers and Microsoft products required.
• Keyboarding or typing skills essential.
• Ability to quickly and accurately manage emergency calls.
• Ability to follow safe work practices.
• Ability to see and hear within normally acceptable standards, with or without amplification devices.
• Ability to communicate effectively in English verbally and in writing, with or without reasonable accommodation.
• Ability to work weekends and alternating holidays.
• Adequate use of both hands.
• Ability to sit for long periods of time.
• If a Medical Terminology course has not been completed, must successfully complete one within six months of employment.
• The vacancy is not eligible for sponsorship; Mayo Clinic will not sponsor or transfer visas for this position.
• Mayo Clinic does not participate in the F-1 STEM OPT extension program.

Nice To Haves

• At least one year of experience in a medical setting is preferred.

Responsibilities

• Answer and triage high volumes of phone calls, including critical code and emergency calls.
• Coordinate emergency callers with responding parties efficiently and accurately.
• Monitor and respond to alerts routed from emergency equipment.
• Contact personnel for emergency management situations such as mass casualties and hurricanes.
• Use multiple phone, computer, and internet applications.
• Maintain and use a tiered, in-depth database of on-call staff for clinical and hospital areas.
• Manage and update personnel and departmental listings for the online quarterly directory.
• Review backup procedures regularly to ensure swift changeover if the main system fails.
• Facilitate emergency announcements over the public address system and redirect service pagers.
• Accurately log emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls, and organ procurements.
• Arrange conference calls involving five parties or fewer.
• Place international calls for medical staff when appropriate.
• Handle calls regarding hospital-to-hospital transfers.
• Assist the Referring Physicians' Office after hours by forwarding referral information for next-business-day processing.
• Use decision trees to determine the proper on-call team for emergent physician-requested calls.
• Remain courteous and helpful, prioritize patient needs, maintain competencies, and stay current with policy and procedural changes.
• Work additional hours or a modified shift to support the work unit during staffing emergencies.

Benefits

• Medical plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Vision plan with a national network.
• HSA and FSAs for eligible expenses.
• Competitive retirement package.
• Competitive compensation.
• Comprehensive benefit plans.
• Continuing education and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED