Telecommunications Specialist

Telecommunications Specialist - Day Shift

At Houston Methodist, the Telecommunications Specialist is accountable for the effective management and utilization of the switchboard and paging systems to receive and transmit calls or messages to the designated party or hospital area. This role provides assistance to patients, medical professionals, and staff by offering general information while monitoring all hospital alarm systems, serving as a crucial link in the communication chain during critical situations.

The Telecommunications Specialist is tasked with handling emergency calls that demand a high level of reliability, precision, adaptability, and critical thinking in high-pressure scenarios. This position prioritizes the physical, emotional, and spiritual needs of those served and communicates in a manner that aligns with a customer service ethos.

Key Responsibilities:

PEOPLE ESSENTIAL FUNCTIONS
Shares relevant information with colleagues to ensure proper management and processing of calls when away from the operator station. Responds courteously and professionally to all inquiries and requests for assistance from patients, family members, and healthcare providers. Fosters a positive workplace atmosphere and contributes to a collaborative, team-oriented environment that actively supports one another to achieve optimal departmental and organizational outcomes. SERVICE ESSENTIAL FUNCTIONS
Answers incoming calls promptly and directs callers to the appropriate destination, ensuring smooth, clear, and professional communication. Reacts swiftly and accurately to emergencies and disaster situations in accordance with departmental protocols. Announces emergencies via the overhead paging systems and facilitates communication during critical incidents and disaster response plans as necessary. QUALITY/SAFETY ESSENTIAL FUNCTIONS
Proficiently utilizes telecommunications hardware and software, including troubleshooting techniques for issues or failures. Remains informed about organizational changes, including policies and significant initiatives. Achieves departmental performance metrics (e.g., abandonment rates, productivity per hour, etc.). FINANCE ESSENTIAL FUNCTIONS
Uses departmental resources judiciously and efficiently, notifying management when equipment requires replacement. Manages time effectively, minimizing unnecessary overtime while setting priorities and assisting team members during busy periods. GROWTH/INNOVATION ESSENTIAL FUNCTIONS Seeks opportunities for professional development beyond baseline competencies, focusing on continuous improvement. Proposes and shares innovative ideas that enhance quality or service. This job description is not exhaustive; the employee may also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to modify job duties and responsibilities as necessary.

Qualifications:

EDUCATION
High School diploma or equivalent education (e.g., GED, verification of homeschool equivalency, partial or full completion of post-secondary education). WORK EXPERIENCE
Minimum of one year of customer service experience. Experience in dispatching is preferred. Experience in healthcare settings is preferred. LICENSES AND CERTIFICATIONS - REQUIRED
N/A

KNOWLEDGE, SKILLS, AND ABILITIES

Demonstrates the necessary skills and competencies to safely perform the assigned job, as determined through ongoing skills assessments and performance evaluations. Proficient in speaking, reading, and writing in English to perform essential job functions, particularly regarding activities impacting patient or employee safety or security. Capable of effectively communicating with patients, healthcare providers, family members, and colleagues in a manner consistent with a customer service focus and the application of positive language principles. Understands telecommunications equipment and services, including call processing, paging, and audio monitoring systems. Knowledgeable in personal computer functions and Windows-based software. Able to identify and resolve issues and de-escalate situations with empathy and compassion. Exhibits excellent telephone customer service and professional interpersonal skills.

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