Telephone Operator

2 weeks ago

Cambridge, United States Mount Auburn Hospital Full time

**When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.**

**Job Type**:
Regular

**Scheduled Hours**:
40

**Work Shift**:
Day (United States of America)

All telephone calls to the hospital operators are answered with courtesy and requests are processed efficiently using various computerized telephone, radio paging, and directory systems. Emergency procedures are acted upon immediately and without error. Patients receive telephone service in a timely and understanding manner.

**Primary Responsibilities (including but not limited to)**:

- Answers internal and external telephone calls, providing information regarding names, locations, and telephone numbers; availability of on-call staff; dialing instructions; interpreters. Provides patient information in absence of a receptionist. Screens call to various units.
- 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.
- Respond to inquiries with brief and standard information; however, calls such as complaints, screening, and patient telephone issues require explanation and judgment. Demonstrates ability to diffuse conflict situations rather than escalate them.
- Operates various computerized telephone and radio paging systems, both primary and secondary systems to process all calls efficiently.
- Performs minor programming changes through to the paging system VDT to accurately program replacement pager, rotation schedule, and change user status codes.
- Functions as a 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.
- Answers the emergency line within one ring and/or responds immediately to any alarm, acquiring accurate information before initiating protocol procedure.
- Processes all emergencies with speed and accuracy.
- Checks frequently for admissions, discharges, and transfers, determining and performing action necessary in providing telephone service to patients.
- Refers to unusual situations to lead operator or supervisor.
- Remains alert to equipment or system malfunctions and reports to appropriate personnel.
- 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 the next business day.

**Required Qualifications**:

- Ability to read and write at a level normally acquired through completion of high school.
- Minimal of Eighty hours of on-the-job training experience necessary to become independently familiar with various equipment, terminology, policies, procedures, etc.
- Interpersonal skills to communicate effectively with callers and office visitors to provide information with courtesy and tact and to maintain positive working relationships with peers in a confining environment.
- Speed and accuracy in using VDT keyboards, normally acquired through basic typing or computer experience, at least 30 wpm preferred
- One year of experience in healthcare is preferred.
- At least 1 year of telecom/switchboard experience in healthcare preferred

**Physical Requirements & Environment**:

- Normal office environment, and is sedentary 95% of the time.
- Repetitive hand movement and visual concentration at the video display terminal over 90% of the time to view information.
- Communicates via the telephone over 95% of the time.

**FLSA Status**:
Non-Exempt

**As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. **Learn more** about this requirement.**:
**More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.**:
**Equal Opportunity Employer/Veterans/Disabled**:

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