Telephone Operator Senior

Company : Allegheny Health Network

:

GENERAL OVERVIEW:

Monitors and operates the switchboard including answering and directing incoming calls, placing outgoing calls, overhead paging and emergency response communication. Assists with the efficient operation of the department by providing support to the manager and guidance to the Telephone Operators. Assists in resolving minor problems/issues associated with staffing coverage and interactions with customers. Provides feedback about daily operations to management as appropriate.

ESSENTIAL RESPONSIBILITIES:

• Answers and directs all telephone calls and overhead paging inquiries for the efficient and timely operation of hospital communications. Triages and prioritizes calls as to their urgency, and accurately routes accordingly. (65%)
• Immediately responds to all alarms, security calls, and medical emergencies. Pages all persons designated to respond to emergencies. Immediately reports to the supervisor any problems with, or abuses of the alarm system. Logs emergency response information, as appropriate. May reprogram the computerized fire alarm system after it has been activated. (10%)
• Helps manager in resolving minor day-to-day issues/problems, e.g. staff coverage, interactions with customers; assists with rollout of new/revised procedures. (10%)
• Prepares work schedules for the department; prepares daily sheet for physician coverage and contact information. (10%)
• Maintains and cleans all switchboard equipment, identifying and resolving malfunctions to any equipment through defined problem correction procedures. (5%)
• Performs other duties as assigned or required.

QUALIFICATIONS:

Minimum

• High school diploma or GED; or one to three months related experience and/or training; or equivalent combination of education and experience.
• 3-5 years' telecommunication or similar experience.
• Excellent telephone skills and interpersonal communication skills.

Preferred

• Training as a Telephone Operator, Receptionist, or priority Dispatcher.

Disclaimer: The has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

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