Telephone Operator- Nights, Oakland

UPMC•Pittsburgh, PA

4d•Hybrid

About The Position

University of Pittsburgh Physicians is hiring a full-time Telephone Operator for the Office of Referring Physician Relations. The OPR Hospital Operators team answers calls to the UPMC toll-free line and to Children's, Magee, Presbyterian, Mercy, and Shadyside, and partners with Passavant’s McCandless and Cranberry campuses for overnight calls. The team handles an average of 3 million calls annually, sends pages, connects callers to patients and offices, and facilitates hospital codes and medical consults. Under direct supervision, the Telephone Operator serves as a main point of contact for the public and hospital departments in routine and emergency situations. The position works the night shift from 11 p.m. to 7 a.m. on a hybrid schedule, with rotating weekends and holidays required. Training takes place on the daylight shift.

Requirements

High school graduate or equivalent.
One year of experience answering and processing calls through an automated phone system, or one year of customer service experience.
Must be able to work all shifts, seven days a week.
Ability to interpret procedure manuals, such as fire, trouble, and disaster procedures.
Act 34 clearance.

Responsibilities

May train new operators.
May be required to perform system data entry on request.
Provide service to multiple answering-service clients using individualized protocols.
Process appropriate emergency code or STAT pages.
Initiate voice pages when required.
Provide physician-on-call information to requesting individuals.
Use required phrasing when answering telephone calls.
Provide dialing instructions to patients when requested.
Answer multiple lines while maintaining good customer service.
Determine callers’ requirements, such as the extension desired or information requested, and transfer calls.
Provide status reports on pages in progress to the individuals who requested them.