Telephone Operator

Job Description

A Telephone Operator works under general supervision is responsible for the ongoing and uninterrupted flow calls for Tuft Medical Center, a comprehensive healthcare system environment.  Utilizing the electronic telephone consoles (Nortel), dual mode computerized page and directory system (Amcom), the Telephone Operator is responsible for ensure the efficient flow of communication such as incoming calls, pages - voice and text messages.

Answer all incoming lines on Telephone console and connect to appropriate extension in an efficient and courteous manner using proper phraseology, following prescribed guidelines

To answer the phone in a polite and professional manner using the customer service iCare standards and following Tufts Medical Center’s 12 Tenets

Listen to call and respond in a warm, friendly and courteous manner.  Tone of voice must be of professional quality

Operators are expected to be familiar with names, extension numbers, ID numbers and terminology which pertain to specific shift.

Exemplifies the values of Tufts Medical Center.

Complies with all Tufts Medical Center Hospital policies and mission.

Maintains a safe and clean work environment.

Demonstrates the ability to perform in an accurate and precise manner in crisis and emergency situations. 

Answers 10,000 calls per month per operator.

Monitors emergency lines for urgent situations.

Follows specific procedures to have code teams arrive promptly at all medical emergencies.

Monitors the Floating Hospital for Children’s transfer line and follows direct procedures to page the appropriate Pediatric Hospitalist.

Answers patient information line and transfers to the appropriate patient’s room. Using a list of all inpatients currently at Tufts.

Answers patient information calls and uses patient list to transfer callers to the patients’ rooms.

Practices the backup paging procedures on a weekly basis by launching Amcom’s Smart Refresh system. Using the Internet to page through Spok and Critical Alert paging sites to send pages. Must have the ability to quickly change from normal services to backup processes in order to not miss an emergency call and pages.

Monitors real time displays of incoming calls. Responsible to identify when there are issues where another operator may be logged in but not answering calls.

Answers page calls from various facilities, hospitals, patients and doctors and paging the appropriate staff.

Checks for dial tone in every 15 minutes to assure the phone system is working properly.

Creates Excel spreadsheets with on call staff and faxes them to all patient floors, the ED and the Center for Patient Placement.

Uses online application, Amion, to find who and where the Interns and Residents are for on call on a daily, weekly and monthly basis. This information is used for staff who call to find out which Intern and Resident are covering specific services.

Creates Excel spreadsheet documenting all Pediatric transfer calls. Email report to Chief of FHC Hospitalists.

Operators are expected to learn some medical terminology in order to transfer or page the appropriate staff members.

Turn difficult calls around to be able to help the callers and transfer to department or person that they need.

To meet the volume of calls and our patient’s expectations, Operators must accurately perform continuous repetitive tasks with constant interruption and frequent pressure.

Must have demonstrated communication skills to effectively interact and communicate with Medical Staff and personnel, University faculty, patients, employees, students and general public. 

In order to successfully perform in this job, the following interpersonal skills area necessary: patience, courtesy, cooperation and ability to memorize and retain information pertinent to the job, handle repetitive tasks.

Must be customer service oriented providing first quality customer service. Maintains collaborative team relationships with peers and colleagues to provide quality communication services to the hospital community. 

All operators are expected to be available to work extra hours when necessary on short notice and may be included on the on-call schedule.

The operator will train new operators on all available shifts.

Consistently applies the corporate values of respect, honesty and fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly, geographically accessible and high-value services within the environment of a comprehensive integrated academic health care system.

Maintains collaborative, team relationships with peers and colleagues to effectively contribute to the working group’s achievement of goals, and to help foster a positive work environment.

Performs other similar and related duties as required or directed.

Qualifications

High school degree or equivalent.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Knowledge and ability generally obtained by a high school degree with emphasis on successful use of spelling, pronunciation, and diction. 

Strong customer service skills required. 

Twelve plus months experience in a call center/telecommunications environment is required.

Additional Information

While performing the duties of the job, the employee is exposed to a low risk area of potential hazards. General office environment - work station space is limited; narrow aisles. Noise level can be high at times - multiple conversations at one time. High stress factor with department activity.

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. New England Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

All your information will be kept confidential according to EEO guidelines.