Telephone Operator

OverviewMercy Medical Center a Dignity Health member has been building a rich history of care in our community for more than 100 years. We have grown from a small one-story wooden structure into a major healthcare provider with a new 186-bed main campus offering the latest in facility design and technology. Mercy also operates Outpatient Centers a Cancer Center and several rural clinics.Wherever you work throughout our system you will find faces of experience with dedication to high quality personalized care. Joining our 1300 employees 230 physicians and many volunteers you can help carry out our commitment to providing our community with the excellence they have come to associate with Mercy Medical Center.ResponsibilitiesAll employees are expected to perform their duties in alignment with the vision and values of the organization. The person doing this job is responsible for a variety of tasks that lead to a high level of customer satisfaction in the most cost-effective manner. Under the supervision of the Supervisor-Communications, and according to specified procedures, operates a console telephone switchboard in order to relay incoming, outgoing and inter-office calls: performs various hospital communications duties such as overhead paging, pager paging and annunciation of emergency codes.

Answers and screens outside calls, relays call to the proper department, transfers and/or holds calls when necessary. Ensures that 92% of all calls are answered within three rings and limits hold times to less than 20 seconds on 92% of all calls placed on hold.

Answers and screens in-house calls in order to take requests for pages, and completes calls for patients who may need assistance using established hospital and departmental policy.

Pages doctors and authorized personnel via the overhead paging system as well as announcements using a well-modulated voice with clear and accurate pronunciation.

Activate all hospital emergency codes such as: Code Blue, Code Red, Code Yellow, Code White, Code Trauma, Code Orange and Code Gray, ect.

Receives disaster information, notifies proper personnel and departments and signals all clear when appropriate following all hospital and departmental guidelines.

Ability to effectively manage multiple incoming calls and request. Ability to work in a very active work environment. Able to respond in a calm, controlled manner to emergency situations. Able to work in a confined area with minimal supervision. Able to work in a fast paced environment. Ability to organize multiple tasks and maintain control of own work flow. Bilingual skills required (English/Spanish).Through knowledge of Private Branch Exchange (PBX) equipment. Ability to troubleshoot information systems hardware and software. Ability to work in a supportive team oriented capacity to prioritize, monitor, and manage complex projects. Must be able to effectively manage multiple incoming calls and requests.QualificationsMinimum:

Two (2) years of recent experience of a telephone console system preferably in a hospital environment.

Preferred:

High school graduate or equivalent.

Demonstrated both written and verbal communication skills.

Pay Range$23 - $23.61 /hourWe are an equal opportunity/affirmative action employer.