Houston Methodist Hospital has once again earned national recognition, ranking No. 1 in Texas for the 15th consecutive year and earning a place on the U.S. News & World Report Best Hospitals Honor Roll for the 10th time. The hospital was nationally ranked in 10 specialties and recognized as high …
Telecom Operator-PRN
Location:
Houston Methodist West Hospital
18500 Katy Freeway, Houston TX, 77094
18500 Katy Freeway, Houston TX, 77094
- Job Ref:
- JR-14648
- Job Shift:
- Day
- Job Type:
- PRN
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.
EDUCATION
EXPERIENCE
FLSA STATUS
Non-exempt
QUALIFICATIONS
EDUCATION
EXPERIENCE
SKILLS AND ABILITIES
ESSENTIAL FUNCTIONS
PEOPLE ESSENTIAL FUNCTIONS
SERVICE ESSENTIAL FUNCTIONS
QUALITY/SAFETY ESSENTIAL FUNCTIONS
FINANCE ESSENTIAL FUNCTIONS
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
SUPPLEMENTAL REQUIREMENTS
QUALIFICATIONSNon-exempt
QUALIFICATIONS
EDUCATION
- High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE
- One year customer service experience
- Dispatching experience preferred
- Healthcare experience preferred
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
ESSENTIAL FUNCTIONS
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
- Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.
SUPPLEMENTAL REQUIREMENTS
- WORK ATTIRE
- Uniform: No
- Scrubs: No
- Business professional: Yes
- Other (department approved): No
- On Call* No
- May require travel within the Houston Metropolitan area No
- May require travel outside Houston Metropolitan area 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**
EDUCATION
- High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
EXPERIENCE
- One year customer service experience
- Dispatching experience preferred
- Healthcare experience preferred
Company Profile:
Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, service and innovation. The growing campus offers access to the most innovative medical and surgical care available, including cardiology and cardiovascular surgery; neurology and neurosurgery; comprehensive cancer care; orthopedics and sports medicine; gastroenterology; bariatrics; childbirth center with level III NICU; emergency care; and advanced imaging.
Houston Methodist is an Equal Opportunity Employer.
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