Telephone Operator

Mayo Clinic•Jacksonville, FL

About The Position

The Telephone Operator answers and triages extremely high phone volumes, including critical code calls involving emergent situations. The role coordinates emergency callers with responding parties, monitors alerts routed from emergency equipment, contacts personnel for emergency management situations, and facilitates emergency announcements over the public address system. The operator maintains on-call staff databases and personnel and departmental listings, reviews backup procedures, redirects service pagers, and keeps accurate logs of specified calls and referrals. The position also arranges conference calls, places international calls for medical staff when appropriate, manages hospital-to-hospital transfer calls, and assists the Referring Physicians' Office after hours by forwarding referral information for next-business-day processing. The operator uses decision trees to identify the appropriate on-call team for emergent physician-requested calls and remains courteous and patient-focused throughout the shift. The role requires maintaining competencies and staying 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 work weekends and alternating holidays.
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.
Adequate use of both hands.
Ability to sit for long periods of time.
Individuals who have not completed a Medical Terminology course must successfully complete one within six months of employment.
The position is not eligible for visa sponsorship or transfer; 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 calls, including critical emergency code 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, including mass casualties and hurricanes.
Use multiple phone, computer, and internet applications throughout the day.
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 support a swift changeover if the main system fails.
Facilitate emergency announcements over the public address system.
Redirect service pagers.
Maintain accurate logs of 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.
Manage calls regarding hospital-to-hospital transfers.
Assist the Referring Physicians' Office after hours by forwarding referral information for processing the next business day.
Use decision trees to determine the proper on-call team for emergent physician-requested calls.
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.
Follow safe work practices.