Voice Operations Specialist

3 weeks ago

Toledo, United States ProMedica Full time

POSITION SUMMARY
Serves as the communication focal point for the hospitals, establishing a positive first impression to our customers. Under general supervision and following defined policies and procedures, operates the hospital telephone system and manages all calls for service for security and for the hospital. Answers and transfers calls from outside and within the hospital. Pages hospital personnel as requested. Dispatches Officers to calls and documents Security activity in a CAD application. May answer routine inquiries regarding hospital operations in accordance with defined policies. Responsibilities also include monitoring and managing alarms for fire, medical gases, and duress conditions.

ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
1. Operates telephone system and emergency phones to answer incoming calls in a prompt and courteous manner, transfers calls to the appropriate personnel.
2. Responsible for reporting all fire alarms or fire drills to the fire department. Promptly announce and document all emergency code calls on the overhead paging system, activate group pagers and call necessary personnel, initiate mass notification system as directed.
3. Intermittently makes and relays messages for department heads and staff members as requested.
4. Answers inquiries of a routine nature such as hospital hours and locations, consistent with established hospital policy.
5. Pages emergency information, physicians, and other hospital personnel as requested via intercom and/or other paging devices.
6. Maintains records related to the telephone operations such as logs of employees/Physicians on call for designated areas and Emergency Code Communications.
7. Manages surveillance monitoring and the completion of all CAD documentation related to Security Operations. Responds to duress and access control alarms.
8. Notifies Voice Operations Leadership of any difficulties or problems with the equipment (console, telephone, paging system, pagers). In absence of a supervisor, reports problems to proper companies or manager for repair.
9. Flexibility to work additional hours and shifts as needed.
10. Provides training to new personnel as requested. Providing feedback to supervision regarding the need for additional training.
11. Must be familiar with various software programs needed to maintain various daily/monthly schedules such as surgery schedule, physician on-call schedule as needed.
12. Performs other duties as assigned.

Job Requirements

Education: High school degree or equivalent in order to maintain required records and to deal effectively with a variety of people calling the hospital. Four to six weeks of on-the-job training required to learn policies, emergency procedures, codes, and equipment
Skills:
• Basic keyboard knowledge needed to perform general/basic typing.
• Operational proficiency using a two-way radio
• A high degree of interpersonal skills to handle the high volume of calls and portray the hospital in a positive manner. This would include both the attitude and friendliness displayed in performing the job.
• Ability to operate telephone console equipment and knowledge of its functions and capabilities.
• Physical ability to sit for extended periods of time; ability to freely move from one work area to another, if necessary; occasionally lift binders, folders, files, etc.; to bend or stretch, if necessary, to perform the functions of the job.

As an essential job function, due to continuously changing patient census/activity and staffing needs, must have the flexibility to work a varying schedule should the need arise, which may require working a varying shift, overtime (greater than 40 worked hours per week) and/or shift durations that exceed the assigned status for shift length and/or hours per week.

PREFERRED QUALIFICATIONS
Skills: Previous experience as a Dispatcher or Operator

WORKING CONDITIONS
Physical Demands: Office work environment with considerable sitting. Constant visual and mental attention required to handle incoming calls and emergency situations. Hectic, fast-paced environment with ability to multi-task

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