Telecommunications Operator

Summary

Summary

The Telecommunications Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. Also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers. Utilizing the Intellidesk (ID) call processing application, processes internal and external phone calls for all Parkview Hospitals and PPG offices. As a subject matter expert (SME) on the Intellidesk application, references multiple directories for various hospital and specialty groups, processes internal and external on-call requests for disparate departments and uses mass communication applications. Conducts basic troubleshooting steps for equipment outages and escalates to the appropriate entity (supervisor, Facilities Management, Information Services, application vendor) if necessary. Communicates clearly and effectively under all conditions regarding customers’ needs in a concise and professional manner.

Duties and Responsibilities:

Call Management: Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.

Paging Procedures: Carries out paging procedures for employees, providers, and other essential personnel.

Information Hub: Acts as an information hub by providing accurate assistance to patients, employees, and external customers.

Call Transfers: Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.

Additional Duties: Assists with data entry for the department, staff and any paging information.

Compliance: Complies with all policies and standards.

Education

High School Diploma or GED is required.

Experience

Previous call center experience preferred. Experience in customer service and use of computers – hardware and software, and/or any use of an electronic medical record.

Other Qualifications

Knowledge of medical terminology and hospital policies is preferred. Geographical knowledge of the Parkview service area is preferred. Excellent verbal communication and customer service skills. Ability to manage high call volumes in a calm and professional manner. Ability to prioritize and multitask in a fast-paced environment.