Telecom Operator Lead

Capital Health (US) • Hopewell, NJ

1d • $17 - $25

About The Position

SUMMARY (Basic Purpose of the Job) Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. References and utilizes organization on-call schedules including physician, operating room, laboratory, and anesthesia departments. Provides language and hearing specialized services to patients, physicians, and community. Signs out deceased patients to appropriate caretaker to verify proper documentation is in order. Monitors mechanical, gas, and fire alarms centralized in the switchboard area.

Requirements

• High school diploma or equivalency.
• Six months previous customer service experience utilizing voice communication over the telephone.
• Clear communication skills.
• Well versed in English.
• Good hearing and excellent customer service skills.

Nice To Haves

• Formal on the job customer service training preferred.

Responsibilities

• Uses established scripts in answering and processing calls.
• Transfers internal calls successfully within established time frame of request.
• Routes calls to requested destinations within established time frame.
• Places callers on hold as required without call termination.
• Operates overhead paging as needed within the assigned guidelines.
• Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.
• Answers code telephones within two rings and obtains pertinent information for code initiation and location.
• Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes.
• Ensures pages are dealt with immediately.
• Follows departmental procedures and scripts for individual codes.
• Logs code event promptly and accurately.
• Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.
• References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames.
• Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.
• References schedules accurately based on time and date.
• Sets up schedules for the following calendar day as required daily.
• Notifies desired interpreter without delay for appropriate language need.
• Makes connection between interpreter and patient within required time frame.
• Uses appropriate client identification number for specific interpreter services or type of vendor utilized.
• Verifies that callers are properly connected to interpretive service provider.
• Provides equipment to hearing impaired patients through utilization of Security Department.
• Completes forms and obtains signatures for release of equipment.
• Verifies receipt of deceased patient and posts status within required notification time frame.
• Logs status of body through nursing office or HBOC.
• Insures undertaker provides appropriate signature for release of body.
• Provides undertaker with appropriate paperwork including death certificate.
• Provides medical examiner with appropriate paperwork including medical records.
• Associates ring tone with appropriate type of alarm within established time frame.
• Silences alarm as required.
• Notifies appropriate hospital personnel to resolve issue within established guidelines.
• Follows up on resolution as needed.
• Provides information to other affected departments as needed within established time frames.

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA) - Healthcare FSA - Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits – Long Term Disability (LTD)
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance - Voluntary Life Spouse - Voluntary Life Employee - Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED