Telephone Operator (Evening/Night)

UPMC•Harrisburg, PA

6h•Onsite

About The Position

UPMC is hiring a Full-Time, Telephone Operator (Evening/Night Shift) to support the office in Harrisburg. This call center is busy as it receives a high volume of emergency calls daily. The ideal candidate would be able to work in a high stress environment, staying calm and professional throughout calls while maintaining a positive attitude. Ability to multi-task while answering phones is a must. This position involves a shift between 2:30pm-6:30am (Evening/Night Shift rotation), working every other weekend and holiday. Availability for both evening and night shifts is required.

Requirements

High school graduate or equivalent.
1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience.
Must be able to work all shifts, 7 days a week.
Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).
Act 34

Nice To Haves

Ability to work in a high stress environment.
Ability to stay calm and professional throughout calls.
Ability to maintain a positive attitude.
Ability to multi-task while answering phones.

Responsibilities

May train new operators.
May be required to do system data entry on request.
Provide service to multiple answering service clients utilizing individualized protocols.
Process appropriate emergency code or STAT page.
Initiate voice pages when required.
Provide Physician on call information to requesting individuals.
Use required phrasing at all times when answering telephone calls.
Provide dialing instructions to patients when requested.
Answer multiple lines while maintaining good customer service.
Determine callers requirements (extension desired, information requested, etc.) and transfer call.
Provide status report on any page in progress to the individual requesting the page.