Telephone Operator

Mayo Clinic • Phoenix, AZ

97d • $20 - $25

About The Position

The Telephone Operator is primarily responsible for processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public. Operator must be able to accurately process a high rate of telephone calls over an extended period of time. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Assists all callers in a polite, articulate, professional, and clear manner. Operator must handle confidential and sensitive information. Utilizes the paging systems for authorized personnel over multiple channels including: public address system, emergency voice pagers, and alpha display priority pagers. Responsible for expediting all 911 emergencies to include: Code Triage Disasters; Radiation and Chemical Spills; External law enforcement, fire, and emergency medical service response (as applicable); coordination of non-emergency medical transports for Mayo Clinic patients; Fire Evacuation; Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls for the Phoenix and Scottsdale campuses. Ability to search phonetically within various complex clinical applications inclusive of the Electronic Health Record. Responsible for physician on-call schedule updates, to include regular maintenance of provider schedules. Responsible for editing of employee directory, inclusive of all updates for new hires, transfers, terminations. Must be able to navigate through multiple electronic applications and devices, examples include: Infinity Telephone Agent (Telephone Operating system), On Call Supervisor, Telephone Operators Directory (TOD) Quarterly Manager, Quarterly Directory (printed and on-line), Intelligent Series Supervisor, Red Phone, Pager Lookup, Stroke LVO Group Paging System and backup. This position requires critical thinking skills with strong attention to detail. Requires the ability to prioritize daily tasks simultaneously within a fast paced, ever changing work environment; must be adaptable and flexible within a strong team structure. Possesses a high level of concentration, memory retention, and attention to detail. Must be able to meet the physical requirements including the ability to do the following: view a computer monitor and read newsprint font style and size; hear in both ears; visual acuity and ability to distinguish colors; sit at a computer desk, work in varying light levels, and perform repetitive upper body motions for duration of work shift. Works flexible hours, which may include days, evenings, nights, holidays and weekends. May be asked to perform other job-related duties as assigned by leadership including training of new employees.

Requirements

• High school diploma or GED equivalent.
• A minimum of two years of customer service/hospitality/telephone operator experience.
• At least one year of multiple-line telephone experience.
• Experience using various computer systems and applications.
• Demonstrated ability to clearly speak, write, and understand English.
• Ability to handle calls from diverse callers, including non-English speakers.
• Demonstrated competency in spoken communication and decision making.
• Ability to handle stressful situations and process emergencies.
• Strong interpersonal and organizational skills.
• Ability to function independently after on-the-job training.

Nice To Haves

• Familiarity with Code Calls and Emergency Preparedness.
• Knowledge of medical terminology.

Responsibilities

• Processing all incoming calls from patients, visitors, and staff.
• Assisting callers in a polite and professional manner.
• Handling confidential and sensitive information.
• Utilizing paging systems for authorized personnel.
• Expediting 911 emergencies and coordinating responses.
• Maintaining physician on-call schedules.
• Editing employee directory for updates.
• Navigating multiple electronic applications and devices.
• Maintaining a log of emergent patient calls and emergency code calls.

Benefits

• Multiple medical plan options.
• Dental coverage through Delta Dental or reimbursement account.
• Affordable vision plan with a national network.
• Pre-tax savings options including HSA and FSAs.
• Competitive retirement package.

What This Job Offers

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