DEPARTMENT: Operator Services

SCHEDULE: On-Call, 00 hours/week; Day, Evening, Night shift. HOURS AND DAYS WILL BE ASSIGNED TO MEET

THE OPERATIONAL NEEDS OF THE DEPARTMENT PER BARGAINING UNION CONTRACT.

EDUCATION: High School Diploma/GED

EXPERIENCE REQUIREMENT: 1 year multi-line telephone experience

CERTIFICATION/LICENSE: N/A

REQUIRED SKILLS TESTING: Typing speed: 25

POSITION SUMMARY: Under direct supervision, receives incoming calls, initials emergency call

notification, pages medical center personnel on request, and maintains various records, as required.

QUALIFICATIONS:

High School Diploma/GED.

One year multi-line telephone experience

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write basic correspondence. Ability to effectively present information in one-on-one and

small group arrangements to customers, clients, and other incumbents of the organization. Must be

willing to work in a Labor Management Partnership environment. Also refer to Position Specifications

outlined in the appropriate collective bargaining agreement.

PREFERRED QUALIFICATIONS:

One year current multi-telephone line experience is required. Experience in a medical center setting

is preferred. Knowledge with radio/dispatch, in-house and long range pocket pagers and voice paging

systems preferred. Excellent written and verbal communication skills required. Must possess a clear,

distinct, pleasant voice. Must be able to spell and have legible handwriting. Must be able to read,

write and comprehend short memos and directives. Ability to properly maintain documentation of work

is required. Must be able to handle a high call volume while focusing on maintaining excellent

customer service. Must be able to work in a fast-paced environment and handle a variety of duties

simultaneously. Ability to multitask is essential. Knowledge of Windows based computer applications

preferred. Must be able to wear a headset for hours scheduled to work and must be willing to work in

a Labor Management Partnership / Work Place Safety environment. A satisfactory attendance record is

preferred.

DUTIES:

Following established policies and procedures, establishes and maintains courteous, cooperative

relations with the public, patients and other personnel. Promotes, ensures, and improves customer

services to internal/external customers by demonstrating skills which are consistent with the

organization's philosophy of providing extraordinary customer relations and quality service.

Receives and routes incoming calls to appropriate stations. Pages medical center personnel. Responds

to callers' inquiries concerning patient condition and other requests for information.

Announces appropriate and urgent messages. Serves as central communications point for all in-house

emergencies (i.e., Code Red and Code Blue). Documents events in logs or in on-line database.

Performs various clerical duties such as listings of on-call personnel and listing of beeper

personnel; distribution of brochures and mailings. Records and processes requests for telephone

equipment repair. Reports equipment malfunctions to appropriate personnel. Performs other related

duties as required.

Specific Department Duties:

Under the supervision of the Operator Services Manager, utilizes SDC IntelliDesk workstation,

directory and paging application and all other related communications equipment at the Medical

Center with accuracy, speed, courtesy, and efficiency. Related equipment includes: Siemens phone

system, alarm systems (Code Blue, Fire, Security, Engineering), Motorola in-house pagers and

software application. Verizon long-range pagers, single line telephones, emergency bypass/call

directory and TTY equipment. All duties are to be performed in an effective and efficient manner.

Answers and screens all incoming telephone calls, specifically observing organization's courtesy

policy, demonstrating professionalism when performing duties. Utilizing SCD IntelliDesk

workstations, monitor and respond to alarm panels, signals and Medical Center emergency codes.

Immediately notify all appropriate personnel required to respond to codes and other emergency

situations as determined by Medical Center Policy and Procedures, including use of MIR3 broadcast

notification system. Operates paging systems (overhead, in-house,and long range), TTY equipment,

Attendant Directory function. Conduct Pager Administration function; issuing and replacing pagers.

Reports faulty communications equipment and notifies the Help Desk as required. Maintains and

documents all records and reports relating to the various communication systems or unusual

occurrences. Maintains current listings of physicians and employees telephone numbers and locations

for medical Center and all off-premise location buildings. Assist with orientation and training of

new operators and relief staff on consoles and department functions for each shift. Prepare and

organize the on-call schedules of Physicians. Reviews and adhere to department and medical Center

policies and procedures. Provide updates for Internal, Regional and Public telephone directories.

Provide clerical support as needed. Use slow periods to perform clerical functions using available

database application and participate in various projects. Performs other related duties as requested

by the Operator Services Manager. In all interactions with patients, members, physicians, staff and

visitors, demonstrates service oriented behaviors that include culturally sensitive good manners,

respect, and polite communication. Demonstrates openness to creative and innovative approaches to

providing service.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Corporate Compliance Accountability:

Consistently supports the precepts of Corporate Compliance and Principles of Responsibility by

maintaining confidentiality, protecting the assets of the organization, acting with integrity,

reporting observed fraud and abuse and complying with applicable state, federal and local laws and

program policies and procedures.

PREFERRED QUALIFICATIONS:

One year current multi-telephone line experience is required. Experience in a medical center setting

is preferred. Knowledge with radio/dispatch, in-house and long range pocket pagers and voice paging

systems preferred. Excellent written and verbal communication skills required. Must possess a clear,

distinct, pleasant voice. Must be able to spell and have legible handwriting. Must be able to read,

write and comprehend short memos and directives. Ability to properly maintain documentation of work

is required. Must be able to handle a high call volume while focusing on maintaining excellent

customer service. Must be able to work in a fast-paced environment and handle a variety of duties

simultaneously. Ability to multitask is essential. Knowledge of Windows based computer applications

preferred. Must be able to wear a headset for hours scheduled to work and must be willing to work in

a Labor Management Partnership / Work Place Safety environment. A satisfactory attendance record is

preferred.

DUTIES:

Following established policies and procedures, establishes and maintains courteous, cooperative

relations with the public, patients and other personnel. Promotes, ensures, and improves customer

services to internal/external customers by demonstrating skills which are consistent with the

organization's philosophy of providing extraordinary customer relations and quality service.

Receives and routes incoming calls to appropriate stations. Pages medical center personnel. Responds

to callers' inquiries concerning patient condition and other requests for information.

Announces appropriate and urgent messages. Serves as central communications point for all in-house

emergencies (i.e., Code Red and Code Blue). Documents events in logs or in on-line database.

Performs various clerical duties such as listings of on-call personnel and listing of beeper

personnel; distribution of brochures and mailings. Records and processes requests for telephone

equipment repair. Reports equipment malfunctions to appropriate personnel. Performs other related

duties as required.

Specific Department Duties:

Under the supervision of the Operator Services Manager, utilizes SDC IntelliDesk workstation,

directory and paging application and all other related communications equipment at the Medical

Center with accuracy, speed, courtesy, and efficiency. Related equipment includes: Siemens phone

system, alarm systems (Code Blue, Fire, Security, Engineering), Motorola in-house pagers and

software application. Verizon long-range pagers, single line telephones, emergency bypass/call

directory and TTY equipment. All duties are to be performed in an effective and efficient manner.

Answers and screens all incoming telephone calls, specifically observing organization's courtesy

policy, demonstrating professionalism when performing duties. Utilizing SCD IntelliDesk

workstations, monitor and respond to alarm panels, signals and Medical Center emergency codes.

Immediately notify all appropriate personnel required to respond to codes and other emergency

situations as determined by Medical Center Policy and Procedures, including use of MIR3 broadcast

notification system. Operates paging systems (overhead, in-house,and long range), TTY equipment,

Attendant Directory function. Conduct Pager Administration function; issuing and replacing pagers.

Reports faulty communications equipment and notifies the Help Desk as required. Maintains and

documents all records and reports relating to the various communication systems or unusual

occurrences. Maintains current listings of physicians and employees telephone numbers and locations

for medical Center and all off-premise location buildings. Assist with orientation and training of

new operators and relief staff on consoles and department functions for each shift. Prepare and

organize the on-call schedules of Physicians. Reviews and adhere to department and medical Center

policies and procedures. Provide updates for Internal, Regional and Public telephone directories.

Provide clerical support as needed. Use slow periods to perform clerical functions using available

database application and participate in various projects. Performs other related duties as requested

by the Operator Services Manager. In all interactions with patients, members, physicians, staff and

visitors, demonstrates service oriented behaviors that include culturally sensitive good manners,

respect, and polite communication. Demonstrates openness to creative and innovative approaches to

providing service.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Corporate Compliance Accountability:

Consistently supports the precepts of Corporate Compliance and Principles of Responsibility by

maintaining confidentiality, protecting the assets of the organization, acting with integrity,

reporting observed fraud and abuse and complying with applicable state, federal and local laws and

program policies and procedures.