Telephone Operator

2 weeks ago

Lowell, United States Lowell General Hospital Full time

We’re saving lives, building careers, and reimagining healthcare. We can’t wait to grow alongside you.

Efficiently answers a PC switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls. Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results.

The Telephone Operator performs services in a designated area according to the policies, procedures, philosophy, and objectives of the department and hospital. Works cooperatively within department and other services to create a system of quality health care.

Operates a PC switchboard console and paging systems to relay incoming, outgoing, and interoffice calls. Monitors hospital alarm system, notifies appropriate hospital staff of activated alarms, makes overhead hospital-wide announcements when necessary and performs various clerical duties as required.

**HOURS: 32 hours per week**

**Location: Lowell General Hospital - Main Campus**
- Sunday - 11:00am - 7:00pm
- Monday - 7:30am - 3:30 pm
- Friday - 7:30am - 3:30 pm
- Saturday - 11:00am - 7:00pm

**Job Duties & Responsibilities**:

- Consistently applies the corporate values of respect, honesty and fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly, geographically accessible, and high-value services within the environment of a comprehensive integrated academic health care system.
- Responds promptly to all incoming calls via PC switchboard consoles and directs those calls to appropriate destination.
- Receives, transfers and places calls using appropriate telephone etiquette and standardized greeting.
- Provides paging to staff through the internal and external beeper systems.
- Monitors emergency lines, and hospital alarms.
- Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.
- Maintains collaborative, team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment
- Must present pleasant telephone voice and manner.
- Performs other similar and related duties as required or directed.
- Must be available for overtime when needed.
- As a hospital operator, there must always be an operator on shift until another operator starts their shift.

**Core Competencies**
Communication skills
Excellent Customer Service Skills
Team Work
Adaptability
Maintains composure under stress
Planning and organizational skills

**Requirements**:

- High School Diploma or GED Required
- 1-3 years of Experience on telephone switchboard, or environment with high volume call answering preferred

**About Lowell General Hospital**:
Lowell General Hospital is an independent, not-for-profit community hospital serving the Greater Lowell area and surrounding communities. With two primary campuses located in Lowell, Massachusetts, we are the second-largest community hospital in Massachusetts. We have the latest state-of-the-art technology and a full range of medical and surgical services for patients, from newborns to seniors.

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