Telephone Operator

Mount Auburn Hospital - Cambridge, MA (30+ days ago)3.9

1. Answers internal and external telephone calls, providing information regarding names, locations, and telephone numbers; availability of on-call staff; dialing instructions; interpreters; acquisition of patient television/telephone service and so forth. Provides patient information in absence of receptionist. Screens calls to various units. Initiates "wakeup" calls. a. Answers in a courteous manner, using a greeting and language appropriate to the incoming situation: e.g., "Good morning, Mount Auburn Hospital Intercept," "Good day, Mount Auburn Hospital Page," or "Emergency Line," or "Mount Auburn Hospital, how may I help you"? etc. b. Takes sufficient time to determine caller's needs or destination and routes appropriately. c. Responds to inquiries with brief and standard information most of the time; however, calls such as complaints, screening, and patient telephone issues require explanation and judgment. Demonstrates ability to diffuse conflict situations rather than escalate them. 2. Operates various computerized telephone and radio paging systems, both primary and secondary systems in order to process all calls efficiently. a. Understands purpose of keys on the telephone system (Northern Telecom) consoles and knows how they function. Distinguishes and understands meaning of audible tones. b. Views and manipulates various databases accurately to determine appropriate handling of calls, and pages authorized personnel through appropriate paging system (primary or secondary system, radio page or overhead page). c. Performs minor programming changes through paging system VDT to accurately program replacement pager and change user status codes. 3. Functions as key person during emergencies, such as cardiac arrest, stats, external disasters, fire alerts, etc., by determining the nature of the emergency and initiating designated procedures. a. Answers the emergency line within one ring and/or responds immediately to any alarm, acquiring accurate information before initiating established procedure. b. Processes all emergencies with speed and accuracy. 4. Checks frequently for admissions, discharges, transfers, determining and performing action necessary in providing telephone service to patients. a. Enters accurate information into Order Entry through a VDT in order to activate the extension appearance as well as provide continuity of information shift-to-shift. b. Programs telephone on and off. c. Determines from a computer printout which patients have not paid for service and accurately prepares the daily collection list. d. Extends grace period upon request and refers unusual situations to lead operator or supervisor. 5. Performs a variety of clerical/office duties, such as adding printer/fax paper; daily testing group alert pagers and recording responses; recording cardiac arrests and do-not-disturbs; educating users in the use of pagers and fax machines. 6. Remains alert to equipment or system malfunctions and reports to appropriate personnel. a. Determines, in the absence of a supervisor or a technician, the severity of problems and whether to notify the person on-call for equipment immediately or use backup equipment until next business day.

1. Ability to read and write at a level normally acquired through completion of high school. 2. One-hundred-sixty hours of on-the-job experience necessary to become independently familiar with various equipment, terminology, policies and procedures, etc. 3. Interpersonal skills to communicate effectively with callers and office visitors to provide information with courtesy and tact and in order to maintain positive working relationships with peers in a confining environment. 4. Speed and accuracy in using VDT keyboards, normally acquired through basic typing or computer experience. 5. One year of experience in healthcare preferred.