Answer and route incoming calls and overhead pages, prioritizing by urgency
Respond immediately to alarms, security calls, and medical emergencies
Page designated personnel for emergency response and log information
Maintain switchboard equipment and troubleshoot malfunctions
What they're looking for
High school diploma or GED, or 1-3 months related experience
Excellent telephone and interpersonal communication skills
Preferred: telephone operator, receptionist, or dispatcher training
Preferred: experience with PC-based telephone operator console
GENERAL OVERVIEW
Monitors and operates the switchboard including answering and directing incoming calls, placing outgoing calls, overhead paging and emergency response communication.
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. (85%)
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%)
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.
Excellent telephone skills and interpersonal communication skills.
Preferred
Training as a Telephone Operator, Receptionist, or priority Dispatcher.
Experience using a PC-based telephone operator console.
Disclaimer: The job description 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.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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