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Telecommunications Specialist

2 months ago

Cypress, California, United States Houston Methodist Full time

Telecommunications Specialist - Day Shift

At Houston Methodist, the Telecommunications Specialist plays a crucial role in ensuring the smooth operation of the switchboard and paging systems. This position is essential for receiving and directing calls or messages to the appropriate personnel or departments. The specialist assists patients, healthcare providers, and staff by providing general information while monitoring all hospital alarm systems, acting as a key communication link during critical situations.

Key Responsibilities:

COMMUNICATION FUNCTIONS
Effectively communicates vital information to colleagues to ensure proper call handling and processing. Responds professionally to inquiries and requests for assistance from patients, family members, and healthcare professionals. Fosters a positive work atmosphere and collaborates with team members to achieve departmental and organizational goals. EMERGENCY RESPONSE FUNCTIONS
Handles incoming calls promptly and directs them to the correct destination, ensuring clear and courteous communication. Reacts swiftly and accurately to emergency situations following established protocols. Utilizes overhead paging systems to announce emergencies and facilitates communication during crisis situations. QUALITY ASSURANCE FUNCTIONS
Proficiently uses telecommunications hardware and software, employing diagnostic techniques for problem resolution. Remains informed about organizational changes, including policies and significant initiatives. Achieves departmental performance metrics, including call abandonment rates and productivity levels. RESOURCE MANAGEMENT FUNCTIONS
Utilizes departmental resources efficiently and informs management of necessary equipment replacements. Organizes work time effectively, minimizing overtime and prioritizing tasks to assist team members. PROFESSIONAL DEVELOPMENT FUNCTIONS Seeks opportunities for continuous learning and improvement, sharing innovative ideas to enhance service quality.

Qualifications:

EDUCATION
High School diploma or equivalent education. WORK EXPERIENCE
Minimum of one year in customer service. Experience in dispatching is preferred. Background in healthcare is advantageous. LICENSES AND CERTIFICATIONS - REQUIRED
N/A

SKILLS AND ABILITIES

Demonstrates necessary skills and competencies for safe job performance, assessed through ongoing evaluations. Proficient in English communication, both verbal and written, essential for patient and employee safety. Capable of effectively engaging with patients, healthcare providers, and colleagues using positive communication techniques. Understands telecommunications equipment and services, including call processing and paging systems. Familiar with personal computer operations and Windows-based software. Able to resolve issues and manage situations with empathy and understanding. Exhibits excellent telephone customer service and interpersonal skills.