Telecom Operator – PRN

Major Responsibilities:
Answer all incoming/internal calls to the main hospital. Direct calls to the appropriate department/individual. Aid callers dialing out.
1)Assist patient who do not know how to dial out on the phone in the room

2)Assist hospital associates in making calls, troubleshooting phone/fax issues, directory assistance

3)Remain at all times, courteous and professional with all callers

4)Ensures that caller is transferred to the appropriate area or department to minimize transfers

5)Distributes special equipment to the hearing impaired patients

Respond to alarm on 8 Emergency panels and 24 Codes called on the Emergency phone. Announce on overhead page and activate notification for each alarm/code
1)Read alarm on panels to ensure accuracy when announcing location

2)For Code procedures, clarify location and type of alarm with caller before announcing

3)Keep accurate record of alarm testing so all operators know the status of the alarm

4)Nortify supervisor of all problems with alarms

5)Keep log of codes for Staff Development and Nursing

6)When speaking with patient/visitor, speak in a calm manner to reduce panic. Reassure caller that situtation is under control

Answers call on Physician’s Answering service. Take appropriate messages and relay to appropriate physician or office
1)Speak with caller and take message in non-judgemental manner

2)Ensure that message is accurate with patient’s name, caller’s name, phone number and clear message

3)Give message to office or physician. Check on-call schedule to give message to appropriate physician

4)File messages in physician’s slot

5)Assist in maintaining vacation/holiday/office closed schedules

Overhead page Physicians upon request. Overhead page to announce emergencies, codes, drills, etc.
1)Perform overhead paging in a calm, professional manner

2)Ensures that non-paging talk is not broadcast on overhead paging system

Perform minor phone repairs and exchange, replacing handsets, cords, etc. as needed on staff and patient rooms.
1)Assist in troubleshooting phone/fax problems

2)Refer unresolved problems to Telcom Manager

Maintain personnel work schedule in a professional manner, being flexible and covering absences when needed. Arriving for scheduled shifts in time to be logged in and ready to take calls at start time. Perform other duties as assigned
1)Adhere to dress code

2)Maintain a clean, organized work space

3)Remain in compliance with all hospital and department policies and procedures, including absenteeism policy

4)Assist with other department function or special projects

Education/Experience Required:
High school diploma or equivalent. 1-2 years of hospital, medical group or switchboard experience.

Knowledge, Skills & Abilities Required:
Ability to speak English fluently. Good communication skills. Good Interpersonal skills Good keyboarding skills.
None

Physical Requirements and Working Conditions:
Ability to see/utilize information from board, screens, over-head monitors and alarm panels. Must be detail oriented. Ability to work in a fast-paced environment. Must be a good multi-tasking. Must be patient and compassionate with callers. Must be able to sit thru shift.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.