Telephone Operator

Kaiser Permanente • Honolulu, HI

96d

About The Position

Under direct supervision, performs a variety of communication functions including, but not limited to, operating telephone/switchboard/paging systems, issuing paging equipment, clerical duties and providing technical support; collaborates with other staff members both within and outside department in accomplishing of own job duties as well as to assist others in accomplishing theirs; serves as team player and role model.

Requirements

• Minimum one (1) year communications operator or related experience within two years.
• High school diploma or General Education Diploma (GED).
• Customer service experience in a high volume environment.
• Basic clerical skills.
• Ability to actively listen and comprehend callers requests.
• Basic typing skills.
• Demonstrated knowledge of and skill in word processing and intranet PC applications.

Nice To Haves

• Knowledge of medical terminology.
• 10-key by touch.

Responsibilities

• Performs duties of telephone/switchboard operator.
• Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and individuals before, during, and after clinic hours.
• Dispatches ESD and transport services before and after clinic hours.
• Provides appointment schedule information before and after clinic hours.
• Provides back-up information services to customers on campus when information desk is closed.
• Provides courtesy wake up calls to on-all physicians.
• Assists in acclimating customers and staff to instruments.
• Installs Telephone Device for Deaf and hearing impaired (TDD); instructs customers in use.
• Instructs staff members on programming paging instrument Quiktel.
• Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.
• Maintains, updates, and compiles regional on-call schedules; maintains list of physicians personal telephone numbers.
• Updates and maintains Regional Automated Telephone Directory; updates and compiles new and/or additional telephone/pager listings.
• Notifies appropriate areas of problems or issues that occur.
• Logs complaints/issues in daily journal; refers problems/special calls to supervisor.
• Screens all inbound calls to Critical Care Unit, Cardiovascular Intensive Care Unit, Ambulatory Treatment Center and Surgicenter.
• Assists Security and Parking Department with traffic control by overhead paging notifications.
• Assists After Hours Advice nurses with phone technical support; logs and notifies supervisor, Network Telephony Engineer and Computer Support Center when there is service interruption.
• Assists members by transferring calls to nurses personal lines and/or relaying members name, number, and medical record number to nurse for follow-up.
• Notifies in-patient medical lead doctors of sick call within lead group by paging group call pager.
• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
• Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
• Performs other duties and accepts responsibility as assigned.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED