Telephone Operator - Full-Time, Overnight
About The Position
The Telephone Operator provides administrative and business support by answering calls on a PC switchboard console, using professional telephone etiquette, and transferring callers to the appropriate destination. The role triages requests, communicates with patients, clients, providers, and staff, and uses computer-based communication systems to retrieve and relay information. The operator activates time-sensitive clinical and emergency codes as directed, monitors emergency code lines and panels, and notifies appropriate staff through the switchboard, overhead announcements, paging, and messaging services. The role also maintains code documentation, protects patient confidentiality, and contributes to a collaborative, customer-focused team. This is a full-time, onsite position at Tufts Medical Center in Boston, Massachusetts. The regular schedule is Sunday through Thursday, 11:00 PM to 7:00 AM, with a required weekly on-call shift from 2:30 PM to 11:00 PM. Virtual orientation and in-person orientation on Monday and Tuesday during daytime hours are required. The pay range is $17.57–$21.96, based on full-time equivalent.
Requirements
- High school diploma or equivalent.
- Ability to perform repetitive tasks accurately amid constant interruptions 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.
- Proficiency with Microsoft Word, Excel, Outlook, and Teams.
- Ability to attend virtual orientation and in-person orientation on Monday and Tuesday during daytime hours.
- Ability to meet the stated physical requirements, including frequent sitting, occasional standing and walking, lifting 5–10 pounds, fine manual dexterity, and ability to see computer screens, 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 caller requests to identify their needs and connect them to the appropriate destination.
- Prioritize calls and manage time effectively.
- Communicate with patients, clients, providers, and internal and external staff using computer-based communication systems.
- Activate time-sensitive clinical and emergency codes as directed.
- Collaborate with the team to handle calls accurately and promptly.
- Provide customer service while protecting patient confidentiality and complying with HIPAA regulations.
- Initiate page requests using the paging system or other messaging applications.
- Use 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 or texting services across various networks.
- Maintain documentation of codes in the code log.
- Contribute to team goals and achievements and foster a positive work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
