Telephone Operator

Lehigh Valley Health Network•East Stroudsburg, PA

25d•Onsite

About The Position

Provides incoming call handling for hospital sites and emergency lines. The role answers and transfers calls, provides administrative support, and issues critical alerts and codes at the request of clinical and operational departments. The position is onsite at Lehigh Valley Hospital–Pocono and works the night shift, with a stated schedule of 11 p.m. to 7 a.m.

Requirements

High school diploma or GED.
One year of customer service experience.
Ability to maintain effective interpersonal relationships.
Excellent written and verbal communication skills.
Strong customer service orientation.
Ability to effectively manage multiple and changing priorities.

Responsibilities

Answer calls courteously and professionally.
Provide callers with general information, including physician office telephone numbers, area codes, and hospital listings.
Use LVHN’s current EMR system to provide callers with patients’ room numbers, telephone numbers, and discharge dates.
Screen critical-care and do-not-announce patient phone calls for LVHN.
Contact providers according to daily on-call schedules and make immediate changes as necessary.
Assist with troubleshooting, testing, maintenance, and design of internal communication systems.
Update physician and physician office information as needed.
Determine callers’ needs and forward calls to the appropriate staff member or voice mailbox.
Alert and direct staff to critical situations, including codes and alerts, following applicable procedures.
Place and document international and long-distance calls for colleagues and patients.