Position Summary:
The Telecommunications Operator serves as the primary point of contact for all incoming and outgoing hospital communications. This role is responsible for efficiently directing calls, announcements, and emergency notifications while ensuring strict confidentiality of patient and hospital information. The operator plays a key role in supporting hospital operations, emergency response, and overall patient care by maintaining clear, accurate, and timely communication across all departments.
Essential Responsibilities:
- Directs and manages all telephone inquiries by routing calls to the appropriate department or staff member with professionalism and courtesy.
- Maintains strict compliance with HIPAA and hospital confidentiality policies when handling patient or hospital information.
- Monitors and operates emergency communication systems, including fire alarms, security alerts, and medical emergency codes; notifies appropriate personnel immediately.
- Makes hospital-wide announcements for drills, disasters, and emergency codes following established protocols.
- Pages authorized medical and support personnel and relays urgent or time-sensitive messages accurately and promptly.
- Operates and troubleshoots various communication systems, including multi-line telephone consoles, radio systems, intercoms, and computer-based messaging systems.
- Maintains detailed logs and records of calls, messages, and emergency communications for documentation and follow-up.
- Provides excellent customer service to patients, visitors, and staff, maintaining a calm and reassuring demeanor in high-stress situations.
- Collaborates effectively as part of a team, supporting co-workers and other hospital staff to ensure smooth communication flow.
- Minimum Qualifications:
Education:
- High School Diploma or equivalent required.
Experience:
- One (1) year of experience in telecommunications, customer service, or office administration preferred.
- Prior experience in a healthcare or emergency services environment a plus.
Skills & Abilities:
- Strong critical thinking and problem-solving skills; able to make quick, sound decisions in emergency situations.
- Excellent verbal communication and active listening skills.
- Team-oriented with the ability to work collaboratively with staff at all levels.
- Ability to work independently and maintain focus in a fast-paced, high-stress environment.
- Strong attention to detail and accuracy in message handling.
- Basic computer skills and familiarity with multi-line phone systems, radios, and emergency communication equipment.
- Must maintain professionalism, patience, and confidentiality at all times.
- Must be able to work assigned shifts, including weekends and holidays, as scheduled.
Working Conditions:
- May require rotating shifts, weekends, and holidays to ensure 24/7 hospital coverage.
- Work performed in a secure communication center environment; extended periods of sitting.
Pay: $15.00 - $16.00 per hour
Benefits:
- Gym membership
Work Location: In person