Lead Telecom Operator

Work Shift:

Evening (United States of America)

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

Lead Telecom Operator
JOB CODE:    50605

Telecommunication Lead – Elevate Patient Experience Through Exceptional Communication

Are you a skilled telecommunications professional with a passion for customer service? Join our hospital team as a Telecommunication Lead and play a vital role in ensuring seamless communication across our healthcare network. In this position, you will oversee telecommunication operations, optimize communication systems, and lead a team dedicated to delivering outstanding service to patients, staff, and visitors. If you thrive in a fast-paced environment and are committed to enhancing the patient experience through reliable and efficient communication, we invite you to apply and make a meaningful impact in healthcare.

MINIMUM REQUIREMENTS
Education:    High school diploma or equivalency.
Experience:    Six months previous customer service experience utilizing voice communication over the telephone.
Other Credentials:    
Knowledge and Skills: Clear communication skills. Well versed in English. Good hearing and excellent customer service skills.
Special Training:  Formal on the job customer service training preferred.
Usual Work Day: 8 Hours  

ESSENTIAL FUNCTIONS
Uses established scripts in answering and processing calls. Transfers internal calls successfully within established time frame of request. Routes calls to requested destinations within established time frame. Places callers on hold as required without call termination.
Operates overhead paging as needed within the assigned guidelines. Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.
Answers code telephones within two rings and obtains pertinent information for code initiation and location. Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensures pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately.
Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.
References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames. Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.
References schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily.
Notifies desired interpreter without delay for appropriate language need. Makes connection between interpreter and patient within required time frame. Uses appropriate client identification number for specific interpreter services or type of vendor utilized. Verifies that callers are properly connected to interpretive service provider.
Provides equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment.
Associates ring tone with appropriate type of alarm within established time frame. Silences alarm as required.
Notifies appropriate hospital personnel to resolve issue within established guidelines.
Follows up on resolution as needed. Provides information to other affected departments as needed within established time frames.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
Frequent physical demands include: Keyboard use/repetitive motion , Taste or Smell

Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities

Continuous physical demands include: Sitting , Talk or Hear

Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.

Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Moderate Depth Perception, Accurate Hearing
Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens , Chemical , Airborne Communicable Disease , Extreme Temperatures , Radiation , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

IND123

Offers are contingent upon successful completion of our onboarding process and pre-employment physical.  Capital Health will require all applicants to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.