At Houston Methodist, the Telecommunication Operator position 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. The Telecommunication Operator handles emergency calls requiring a high degree of reliability, accuracy, flexibility, and critical thinking skills in stressful situations. This position strives to make the physical, emotional, and spiritual needs of those served the top priority and effectively communicates in a manner consistent with a customer service focus.
PEOPLE ESSENTIAL FUNCTIONSCommunicates pertinent information to co-workers to ensure proper handling and processing of calls when away from 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 and organizational results. SERVICE ESSENTIAL FUNCTIONSResponds to incoming calls in a timely manner and directs callers 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. QUALITY/SAFETY ESSENTIAL FUNCTIONSEffectively 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.). FINANCE ESSENTIAL FUNCTIONSUtilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads and helps other team members. GROWTH/INNOVATION ESSENTIAL FUNCTIONSSeeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service. This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
EDUCATIONHigh School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.). WORK EXPERIENCEOne year customer service experience.Dispatching experience preferred.Healthcare experience preferred.
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