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Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives – and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better – advancing our mission to transform healthcare and serve as a leader of positive change.
The Telephone Operator Answers phone calls, answering questions, routing and directing calls as appropriate. Operates paging line and code phone. Operates monitor and responds to fire and smoke alarms. Responds to all alarms and codes in a timely manner.
Responsibilities
1. Answers hospital incoming calls. Calls are answered within 3 rings. Demonstrates the ability to consistently determine through a brief screening which extension or departmental personnel to connect with caller. Uses proper questioning techniques for callers, visitors and patients to ensure information is accurate.
2. Contacts hospital personnel as requested through paging system.: Consistently uses paging system accurately.
3. Demonstrates knowledge of On-Call scheduling: Calls for physician’s on-call are handled according to established procedure and explains to staff as requested.
4. Demonstrates proper record keeping and documentation. All required record keeping, documentation and logs are up to date to maintain a consistently high level of productivity.
5. Familiar with Medical Center procedures and medical terminology to facilitate callers to appropriate location.: Procedures are followed accurately and any questions regarding medical terminology are brought to Supervisor attention and answered immediately.
6. Furnishes accurate information regarding patient location, visiting hours and organizational information.: Demonstrates knowledge of hospital departments, services and policies and procedures in appropriately routing of calls.
7. Keeps caller apprised as to the status of their call. Consistently takes initiative to open lines of communication with callers when on hold or in a ring/no answer situation and offers alternative to waiting on the line.
8. Operates a data linked multi-position PBX console automated system.: Demonstrates understanding of PBX console and use of features; completes all calls in an expeditious yet courteous manner.
9. Provides directory information for both internal and external caller through computer system.: Consistently demonstrates ability to use CRT/MCS system(s) accurately and rapidly. 10. Responds immediately to all emergencies and alarms.: Responds accurately and with expedience and is consistently within 2-5 minutes of notification. All procedures are followed and in place to ensure success. Demonstrates ability to properly use in-house beeper terminal for traumas, codes and fires; trauma codes, fires, disasters etc are managed accurately and timely.
11. Other duties and/or projects as assigned.
12. Adheres to HMH Organizational competencies and standards of behavior.
Qualifications
Education, Knowledge, Skills and Abilities Required:
1. Excellent written and verbal communication skills.
2. Proficient computer skills that include but are not limited to Microsoft Office and/or Google Suite platforms.
