The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.
TITLE: Telecom Operator
ROLE: See job description for Administrative Partner for generic job duties.
AREA OF ASSIGNMENT: Information Technology
HOURS OF WORK: As required to fulfill responsibilities
RESPONSIBLE TO: Manager Clinic and Ancillary Applications
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.
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.
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