Telecom Operator

Employment Type

: Full-Time

Industry

: Telecommunication/Wireless/Cable



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AREA OF ASSIGNMENT: Information Technology

HOURS OF WORK: As required to fulfill responsibilities

RESPONSIBLE TO: Manager Clinic and Ancillary Applications

PREREQUISITES:

  • High School Graduate or equivalent (G.E.D.) preferred.

  • Demonstrates basic skills in keyboarding (40 wpm) and using a personal computer in the Windows environment.

  • Ability to communicate effectively in oral and written form in English language.

  • Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly.

  • Excellent customer service skills.

  • Knowledge of medical terminology and abbreviations preferred.

  • QUALIFICATIONS:

  • Previous experience in a hospital answering service or call center preferred.

  • Demonstrates effective communication and interpersonal skills with a diverse population.

  • Able to carry out assignments independently and exercise good independent judgment.

  • Excellent problem solving, organizational and time management skills.

  • Conducts all personal interactions with tact, poise, courtesy and respect.

  • Demonstrates ability to decipher hand written notes.

  • Demonstrates ability to handle emergent situations.

  • Neat and well groomed in appearance, following departmental personnel standards.

  • Demonstrates reliable attendance and job performance.

  • UNIQUE PHYSICAL/MENTAL DEMANDS,ENVIROMENT & WORKING CONDITIONS: In addition to the generic administrative partner job description

  • Requires planning, organizing and working on multiple tasks at one time.

  • Must be able to handle stressful situations in a calm and professional manner.

  • Must be able to sit for extended periods.

  • Must be able to withstand the repetitive motion of keyboarding for extended periods of time.

  • PERFORMANCE RESPONSIBILITIES:

    A. Generic Job Functions: See Generic Job Description for Administrative Partner

    B. Unique Job Functions:

  • Operates switchboard, answering service, TTY telephone, and all other communication equipment.

  • Answers incoming calls by the third ring 90% of the time, screens and directs calls to proper personnel in a prompt and courteous manner.

  • Provides paging services within 30 seconds of request 90% of the time.

  • Responds to all requests according to departmental policies and procedures.

  • Receives, documents, and dispatches messages to doctors and/or connects caller directly to doctors.

  • Records all messages and files as appropriate.

  • Communicate all information to clients per their instructions.

  • Reports any changes in on-call status and other pertinent information to supervisor or lead operator and other operators immediately.

  • Updates client accounts with new information according to department procedures.

  • Initiates appropriate actions when alarms are activated

  • Performs clerical duties as assigned per instruction from Manager or Supervisor.

  • Documents all incidents and events, and relays them to the Supervisor within 24 hours.

  • Keeps Supervisor informed of work status by providing weekly objectives with time estimates.

  • Promptly notifies Supervisor of problems, unexpected tasks and missed targets.

  • Performs all job junctions in a manner consistent with Valley s cultural expectations defined as Valley Values. These characteristics include quality performance, demonstrating compassion, respect, teamwork, community centered awareness and innovation.

  • Other duties as assigned to facilitate accurate timely processing of calls.

  • Date Developed: July 29, 1998

    Date Revised: October 2004, February 2008, June 2013

    Date Reviewed: 1/09, 11/10, 1/2013, 6/2013


    Job Qualifications:

    PREREQUISITES:

  • High School Graduate or equivalent (G.E.D.) preferred.

  • Demonstrates basic skills in keyboarding (40 wpm) and using a personal computer in the Windows environment.

  • Ability to communicate effectively in oral and written form in English language.

  • Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly.

  • Excellent customer service skills.

  • Knowledge of medical terminology and abbreviations preferred.

  • QUALIFICATIONS:

  • Previous experience in a hospital answering service or call center preferred.

  • Demonstrates effective communication and interpersonal skills with a diverse population.

  • Able to carry out assignments independently and exercise good independent judgment.

  • Excellent problem solving, organizational and time management skills.

  • Conducts all personal interactions with tact, poise, courtesy and respect.

  • Demonstrates ability to decipher hand written notes.

  • Demonstrates ability to handle emergent situations.

  • Neat and well groomed in appearance, following departmental personnel standards.

  • Demonstrates reliable attendance and job performance.



  • Associated topics: answer, call center, client, customer, customer order, customer service representative, phone call, service call, service representative, support specialist

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