Telephone Operator

Mayo Clinic • Jacksonville, FL

73d

About The Position

The position involves answering and triaging extremely high phone volumes, including critical code calls related to emergent situations. The role requires processing emergency calls by efficiently coordinating callers with responding parties. The individual will monitor and respond to alerts from emergency equipment and is responsible for contacting personnel during emergency management situations such as mass casualties and hurricanes. The job entails utilizing multiple phone, computer, and internet applications throughout the day, maintaining a tiered database of on-call staff for clinical and hospital areas, and managing personnel listings for the online quarterly directory. The position also includes reviewing backup procedures to ensure swift changeover in case of system failure, facilitating emergency announcements over the public address system, and redirecting service pagers. The individual will maintain a log of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls, and organ procurements, as well as arrange conference calls and place international calls for medical staff when necessary. The role requires a courteous and helpful demeanor, prioritizing patient needs, and staying updated on policy and procedural changes. Additionally, the individual will manage calls regarding hospital-to-hospital transfers and assist referring physicians' offices after hours by forwarding referral information for processing the next business day. The use of decision trees to determine the proper on-call team for emergent physician-requested calls is also a key responsibility.

Requirements

• High School diploma or GED required.
• At least 1 year of experience in a medical setting preferred.
• Previous experience with the operation of a multi-line telephone system required.
• Previous customer service skills.
• Strong problem solving and decision making skills.
• Experience with computer and Microsoft products required.
• Essential keyboarding or typing skills.
• Ability to quickly and accurately manage emergency calls.
• Ability to communicate effectively in English, both verbally and in writing.
• Must be able to see and hear within normally acceptable standards.
• Must have adequate use of both hands.
• Must be able to sit for long periods of time.

Nice To Haves

• Completion of a Medical Terminology course within six months of employment.

Responsibilities

• Answer and triage high phone volumes, including critical code calls.
• Process emergency calls by coordinating callers with responding parties.
• Monitor and respond to alerts from emergency equipment.
• Contact personnel for emergency management situations such as mass casualties and hurricanes.
• Utilize multiple phone, computer, and internet applications throughout the day.
• Maintain a tiered database of on-call staff for clinical/hospital areas.
• Manage and update personnel and departmental listings for the online quarterly directory.
• Review backup procedures for swift changeover in case of system failure.
• Facilitate emergency announcements over the public address system.
• Redirect service pagers.
• Maintain a log of emergent patient calls, international calls, codes, and organ procurements.
• Arrange conference calls involving five parties or less.
• Place international calls for medical staff when appropriate.
• Remain courteous and helpful throughout the shift.
• Manage calls regarding hospital-to-hospital transfers.
• Assist referring physicians' offices after hours by forwarding referral information.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: High school or GED