Telephone Operator, Full Time, 10:45pm-7:15am, St. Luke's Center

St. Luke’s University Health Network•Allentown, PA

8d•Onsite

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. Not remote. Every other weekend and Holiday. The Operator will provide indirect patient care in a fast-paced Telephone Call Center. Obtains and verifies demographics from callers when applicable. Performs clerical duties and has the ability to multitask in a high call volume atmosphere. Meets the communication needs of the patient/family, and the medical staff. Responsible for call monitoring, transferring and paging hospital staff, forwarding telephone calls in a fast, efficient and courteous manner and provide general physician paging services as required. Handles emergency code operations for hospital sites, monitors emergency alarms and processes. Communicates all necessary changes, enhancements and procedures to all necessary department teams. Participates in performance improvement activities as well as Network wide initiatives.

Requirements

Sitting for up to 8 hours per day, 4 hours at a time.
Continuously fingering and handling for data entry, typing, etc., and occasional twisting and turning.
Uses upper extremities for occasional lifting and carrying of up to 20 pounds of files.
Frequently stoops, bends, or reaches above shoulder level to retrieve files.
Hearing as it relates to normal conversation and telephones.
Seeing as it relates to general vision.
Visual monotony when reading reports and reviewing computer screens.
High School Diploma / GED required
Previous general computer experience with data entry required

Nice To Haves

1 year Call Center experience preferred
Previous experience in a role utilizing medical terminology preferred
Previous EPIC experience preferred

Responsibilities

Provides callers with appropriate information by promptly answering all inbound and internal calls in a professional manner; identifying the hospital and using appropriate salutations.
Places, receives, and routes a high volume of calls via switchboard or other applications.
Maintains working knowledge of switchboard and staff paging features and functions.
Page members of the hospital staff via radio, paging system(s) and/or public address systems.
Notify required on-call personnel of emergency situations.
Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services to security and emergency on call teams as required by the given situation.
Provides base communication support for Emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
Ability to multitask and prioritize accordingly.
Demonstrates good listening skills and customer service.
Demonstrates a complete knowledge of job responsibilities.