Telecommunicator
St. Joe's, Sarasota, FL, United States
POSITION SUMMARY
The Telecommunications Department, a vital service, operates 24-7 providing essential communication links in a timely, professional and efficient manner to both internal and external clients through switchboard and paging services in accordance with departmental and hospital procedures. The Telecommunicators process calls and pages; initiate/respond to codes; dispatch security and porters; monitor fire panels, gas and building alarms, and security systems; distribute pagers, keys, and on-call rooms; process incoming telephone trouble calls; support information desk inquires; maintain daily schedule rosters for all on-call disciplines and other clerical duties as assigned.
QUALIFICATIONS
Grade 12 education or equivalent required
Minimum of 6 months related experience working in a switchboard, preferably in a healthcare setting
Proven knowledge of switchboard and locating tools and processes
Knowledge and skills using computers including Windows based systems at aintermediate level: MS Office (Outlook, Word, Excel), internet and intranet searches
Proficiency in keyboarding, typing 35 wpm (subject to testing)
Clerical testing may be required as part of the selection process
Knowledge and familiarity with hospital terminology, services, personnel and processes is preferred
Emergency Responders course would be considered a strong asset
Excellent interpersonal and customer service skills with proven success in assisting others in a team environment
Comfortable using a Public Address system (making overhead announcements with clear pronunciation)
Well-developed organizational skills with the ability to work independently in a fast-paced environment and prioritize tasks appropriately
Proven strong work performance and attendance record are essential
Ability to maintain composure while performing multiple tasks
RESPONSIBILITIES
Maintains confidentiality and release of information in accordance with hospital policy at all times
Answer main hospital internal and external telephone lines and emergency lines
Efficiently process calls in an accurate and courteous manner
Answer inquiries of callers in accordance with hospital policy, giving accurate information or referring calls using a PC based directory and paging system
Maintains a positive image of the Hospital in telephone and personal communication, with patients, vendors, staff, visitors and external callers
Operates paging equipment: pagers, overhead announcements for routine and emergency requests according to department and hospital policies and procedures
Page healthcare providers and key hospital personnel as per hospital policy in a timely manner
Monitors fire panels, gas and building alarms, and security systems
Supports directing and responding to inquiries at the Information Desk
Maintains accurate documentation and record of daily activities
Update on-call schedules used for locating hospital staff
Performs all duties related to connecting and disconnecting patient phone service as required
Helps staff members regarding voicemail and telephone features, teleconferencing, processing incoming trouble calls
Distributing keys and pagers and assigning on-call rooms to authorized staff
Performs equipment testing exercises, and assists with fire drills and fire bell testing, reporting malfunctions accordingly
Participates in the orientation and training of new employees
Reviews and commits to applicable departmental and hospital policies and procedures
Performing basic clerical functions for department as needed, monitors On-Call Schedule Inbox
Provides administrative support for departmental activities and other duties as assigned by the Manager/Supervisor
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The Telecommunications Department, a vital service, operates 24-7 providing essential communication links in a timely, professional and efficient manner to both internal and external clients through switchboard and paging services in accordance with departmental and hospital procedures. The Telecommunicators process calls and pages; initiate/respond to codes; dispatch security and porters; monitor fire panels, gas and building alarms, and security systems; distribute pagers, keys, and on-call rooms; process incoming telephone trouble calls; support information desk inquires; maintain daily schedule rosters for all on-call disciplines and other clerical duties as assigned.
QUALIFICATIONS
Grade 12 education or equivalent required
Minimum of 6 months related experience working in a switchboard, preferably in a healthcare setting
Proven knowledge of switchboard and locating tools and processes
Knowledge and skills using computers including Windows based systems at aintermediate level: MS Office (Outlook, Word, Excel), internet and intranet searches
Proficiency in keyboarding, typing 35 wpm (subject to testing)
Clerical testing may be required as part of the selection process
Knowledge and familiarity with hospital terminology, services, personnel and processes is preferred
Emergency Responders course would be considered a strong asset
Excellent interpersonal and customer service skills with proven success in assisting others in a team environment
Comfortable using a Public Address system (making overhead announcements with clear pronunciation)
Well-developed organizational skills with the ability to work independently in a fast-paced environment and prioritize tasks appropriately
Proven strong work performance and attendance record are essential
Ability to maintain composure while performing multiple tasks
RESPONSIBILITIES
Maintains confidentiality and release of information in accordance with hospital policy at all times
Answer main hospital internal and external telephone lines and emergency lines
Efficiently process calls in an accurate and courteous manner
Answer inquiries of callers in accordance with hospital policy, giving accurate information or referring calls using a PC based directory and paging system
Maintains a positive image of the Hospital in telephone and personal communication, with patients, vendors, staff, visitors and external callers
Operates paging equipment: pagers, overhead announcements for routine and emergency requests according to department and hospital policies and procedures
Page healthcare providers and key hospital personnel as per hospital policy in a timely manner
Monitors fire panels, gas and building alarms, and security systems
Supports directing and responding to inquiries at the Information Desk
Maintains accurate documentation and record of daily activities
Update on-call schedules used for locating hospital staff
Performs all duties related to connecting and disconnecting patient phone service as required
Helps staff members regarding voicemail and telephone features, teleconferencing, processing incoming trouble calls
Distributing keys and pagers and assigning on-call rooms to authorized staff
Performs equipment testing exercises, and assists with fire drills and fire bell testing, reporting malfunctions accordingly
Participates in the orientation and training of new employees
Reviews and commits to applicable departmental and hospital policies and procedures
Performing basic clerical functions for department as needed, monitors On-Call Schedule Inbox
Provides administrative support for departmental activities and other duties as assigned by the Manager/Supervisor
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