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Job description
Communications OperatorThe Communications Operator presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive impression to ensure a comfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns are addressed appropriately for every caller.The Communication Operator is expected to assist all patient's, visitors, fellow employees, physicians and medical staff in a professional manner and provides a multitude of information as needed regarding on call hospital staff and physicians, assist with location of appointments, facilities information, paging Physicians for other departmental staff and patient's, outside facilities, etc. The Communications Operator manages all emergency alerts that occur by ensuring all responders are notified of the type of code and the location. The Communications Operator exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service. The Communications Operator has a positive demeanor and conveys UofL Health's commitment to service excellence for all customers that they encounter.Essential Functions:Monitors hospital communications systems (e.g., Simplex Fire Alarm)Monitors various codes and alarms in the areaEfficiently and effectively follows existing communications processes and proceduresCommunicates with internal and external customers, using basic medical terminology appropriatelyPages physicians/staff and conducts overhead pagesCoordinates and implements process for providing personnel with pagers (e.g., activating spare pagers, exchanging pagers, setting up page copy, etc.)Maintains, updates and delivers on-call schedules from approximately eighty servicesContinuously maintains changes and additions of multiple services that provide scheduling of Attendings, Residents, Interns and staff; and, provides updates to all necessary areas in a timely mannerOther Functions:Completes routine clerical dutiesMaintains compliance with all company policies, procedures and standards of conductComplies with HIPAA privacy and security requirements to maintain confidentiality at all timesPerforms other duties as assignedJob Requirements (Education, Experience, Licensure and Certification):Education: High School diploma or GED/equivalent (required)Experience: One (1) year of experience in a communications/operator role (required); Three to five (3-5) years of experience in a communications/operator role (preferred)Job Competency: Knowledge, Skills, and Abilities critical to this role:Displays service excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate informationRemains organized – manages time effectively, keeps tasks appropriately prioritizedDisplays flexibility – able to change directions as needed for the good of the department or organizationStrong Interpersonal skills – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibilityKnowledge of multiline phone system, ACD and equipmentCan operate all functions of TDD phone for the hearing impairedCan operate all functions of AT&T Language LineUnderstands functions of SMS, patient information and screen codesAbility to monitor and understand functions of Code/Alarm panels and Code proceduresLanguage Ability:Must be able to communicate effectively in both verbal and written formatsMust be comfortable with regular telephone usage and telephone etiquetteReasoning Ability:Able to think through a variety of complex situations, determine possible solutions and implement the best optionComputer Skills:Excellent computer skills are requiredFamiliar with functions of Microsoft Word and Excel softwareMust have the capacity to learn other relevant systems and databases, as neededAdditional Responsibilities:Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all timesMaintains confidentiality and protects sensitive data at all timesAdheres to organizational and department specific safety standards and guidelinesWorks collaboratively and supports efforts of team membersDemonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care communityUofL Health Core Expectation: At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:Honoring and caring for the dignity of all persons in mind, body, and spiritEnsuring the highest quality of care for those we serveWorking together as a team to achieve our goalsImproving continuously by listening, and asking for and responding to feedbackSeeking new and better ways to meet the needs of those we serveUsing our resources wiselyUnderstanding how each of our roles contributes to the success of UofL Health
Worksite address
louisville, KY, 40202, US
Who can apply
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