Houston Methodist • Houston, TX 77007
Job #2694371041
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 patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.
PEOPLE ESSENTIAL FUNCTIONS
Communicates 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 results and organizational results.
SERVICE ESSENTIAL FUNCTIONS
Responds to incoming calls in a timely manner and directs caller to 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 FUNCTIONS
Effectively 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 FUNCTIONS
Utilizes 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 efficiently and helps other team members
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
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.
EDUCATION
WORK EXPERIENCE
One year customer service experience
Dispatching experience preferred
Healthcare experience preferred
LICENSES AND CERTIFICATIONS - REQUIRED
KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems
Knowledge of personal computer functions and Windows-based software
Ability to understand and resolve problems and defuse situations with empathy and compassion
Excellent telephone customer service and professional interpersonal skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
Uniform No
Scrubs No
Business professional Yes
Other (department approved) No
ON-CALL*
_*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below._
TRAVEL**
Travel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
Company Profile:
Houston Methodist Hospital is recognized by U.S. News & World Report as the No. 1 hospital in Texas (two-way tie) and one of America's "Best Hospitals." As a full-service, acute-care hospital located in the Texas Medical Center and the flagship hospital of Houston Methodist, it has evolved into one of the nation's largest nonprofit teaching hospitals and a leader in innovative medical research with a comprehensive residency program. Two of Houston Methodist's primary academic affiliates are among the nation's leading health care organizations: Weill Cornell Medicine and New York-Presbyterian Hospital. Houston Methodist also has affiliations with Texas A&M University and the University of Houston. With 948 operating beds, 85 operating rooms and more than 8,400 employees, Houston Methodist Hospital offers unparalleled care for thousands of patients from around the world.
Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.
Equal Employment Opportunity
Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor - priority referral Protected Veterans requested.
Houston Methodist is an Equal Opportunity Employer.
Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor - priority referral Protected Veterans requested.
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