Telephone Operator (Full-Time/Day) Torresdale
About The Position
The Telephone Operator serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a “voice with a smile”. The Telephone Operator is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.
Requirements
- High school diploma or equivalent required.
- No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.
Nice To Haves
- 1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.
Responsibilities
- Promptly answers incoming calls and asks appropriate questions to properly direct the call
- Assist callers by providing needed information and/or transferring to the appropriate person or department.
- Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
- Communicates effectively with patients, physicians and other departments regarding delays
- Practices de-escalation and service recovery methods
- Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
- Brings forth any compliance or ethics issues and recommendations for operational improvement
- Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
- Initiate all stat and emergency calls following the departments policy and procedure for handling emergent.
- Notify appropriate personnel, activate group pagers, ANNOUNCE OVERHEARD WHEN REQUIRED, follow up with telephone call to ensure all staff has arrived.
Benefits
- Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
- Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
- All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
