Telecommunications Specialist

Job Summary:

The Telecommunications Specialist position at Houston Methodist is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patients, physicians, and staff with general information and monitors all hospital alarm systems, serving as a vital link in the communication process during emergencies.

Key Responsibilities:

• Communicates pertinent information to coworkers to ensure proper handling and processing of calls when away from the operator position.
• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians, and others.
• Promotes a positive work environment and contributes to a dynamic, team-focused work unit that actively helps one another to achieve optimal department results and organizational results.
• Responds to incoming calls in a timely manner and directs the caller to the appropriate destination, providing a smooth, clear, and professionally courteous communication practice.
• Responds quickly and accurately to disaster and emergency situations according to department protocol.
• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.
• Effectively utilizes telecommunications hardware and software, including problem or failure diagnosis techniques.
• Stays up to date on organizational changes, including policies and important initiatives.
• Meets department metrics (abandonment rates, productivity/activities per hour, etc.).

Requirements:

• High School diploma or equivalent education.
• One year of customer service experience.
• Dispatching experience preferred.
• Healthcare experience preferred.

Knowledge, Skills, and Abilities:

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
• Ability to effectively communicate with patients, physicians, family members, and coworkers in a manner consistent with a customer service focus and application of positive language principles.
• Ability to understand telecommunications equipment and services, including call processing, paging, and audio monitoring systems.
• Knowledge of personal computer functions and Windows-based software.
• Ability to understand and resolve problems and defuse situations with empathy and compassion.
• Excellent telephone customer service and professional interpersonal skills.