Mercy Neighborhood Ministry at Easyservice

Summary of Primary Function/General Purpose of Position

The Telecommunications Operator expedites telephone, radio, pager and public address communications throughout the Hospital, including emergency announcements and notifications in accordance with the Emergency Preparedness Manual.  Responsibilities include contacting on-call teams; administrative, medical personnel, surgery, anesthesia, cardiac, emergency/disaster, etc.

Essential Job Functions

• Functions as a full time Operator; responds, prioritizes and navigates all internal and external calls in a prompt courteous manner including patient information and transferring to patient rooms.  Coordinates language and sign language interpretation requests by callers.  Must possess ability to trouble shoot and resolve caller problems and specific requests in a timely manner.  Maintains pagers, (site specific).  Utilizes paging system, two way radio and portable phones as needed.  When requested, contacts On Call Teams/Personnel and documents according to site specific protocol.  Monitors and responds appropriately to alarms, i.e. Security/Panic, Maintenance, Elevator, Weather Radio, Responder 5 and Emergency phone line notifications.  Responds accordingly to Emergency codes and site specific policies.  Records all shift occurrences and fulfills documentation requirements per site policies/protocol.  May also organize and update the hospital directory; track employee pager assignments; assist managers in ordering departmental language phones; order all office supplies; attend hospital staff meetings as needed
• Coordinates calls for "On call Teams"  Documents calls including name and time of call, tracks and follows outcome of each request.  Notifies appropriate personnel of response status.
• Monitors and responds to alarm, security systems.  Identifies alert situation, emergency/disaster codes, medical gases, severe weather, elevator malfunction, and security systems; notifies appropriate response personnel.  Documents type of alert and call/response details.
• Determines need for outside operator assistance and connects all callers as appropriate.  Responds to, prioritizes and dispatches all calls forwarded from the information desk during its non-staffed hours.  Coordinates all language line requests; documenting calls including location and time of call.  Connects callers with language line personnel.
• Requirements:
• High School diploma or equivalent
• Prior telecommunications, medical terminology, hospital medical office experience preferred