Telephone Operator
Kaiser Permanente, Honolulu, HI, United States
Job Summary
Under direct supervision, performs variety of communication functions including, but not limited to, operating telephone/switchboard/paging systems, issuing paging equipment, clerical duties and providing technical support; collaborates with other staff members both within and outside the department in accomplishing own job duties as well as to assist others in accomplishing theirs; serves as a team player and role model.
Essential Responsibilities
Performs duties of telephone/switchboard operator. Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and individuals before, during, and after clinic hours. Dispatches ESD and transport services before and after clinic hours. Provides appointment schedule information before and after clinic hours.
Provides back‑up information services to customers on campus when the information desk is closed; provides courtesy wake‑up calls to all physicians.
Assists in acclimating customers and staff to instruments. Installs Telephone Device for the Deaf and hearing impaired (TDD) and instructs customers in use. Instructs staff members on programming paging instrument Quiktel.
Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.
Maintains, updates, and compiles regional on‑call schedules; maintains a list of physicians’ personal telephone numbers and the Regional Automated Telephone Directory with new and/or additional telephone/pager listings.
Notifies appropriate areas of problems or issues that occur. Reports Automated Refill System, Professional Pharmacy Services (PPS) prescription problems to the supervisor, Network Telephony Engineer, and Computer Support Center. Reports PRESTO refill line problems to the Data Center. Logs complaints/issues in a daily journal and refers special calls to the supervisor.
Receives, records, and relays all telephone problems to the supervisor and/or telephone technician.
Screens all inbound calls to the Critical Care Unit, Cardiovascular Intensive Care Unit, Ambulatory Treatment Center, and Surgicenter.
Assists the Security and Parking Department with traffic control by overhead paging notifications.
Assists after‑hours advice nurses with phone technical support, logs and notifies issues, assists members by transferring calls or relaying member data for follow‑up.
Assists inpatient medical doctors by receiving and relaying messages regarding hospitalized members.
Notifies in‑patient medical lead doctors of sick calls within the lead group by paging the group call pager.
Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
Performs other duties and accepts responsibility as assigned.
Basic Qualifications
Experience
Minimum one (1) year communications operator or related experience within two years.
Education
High school diploma or General Education Diploma (GED).
License, Certification, Registration
N/A
Additional Requirements
Customer service experience in a high volume environment.
Basic clerical skills.
Ability to actively listen and comprehend caller requests.
Basic typing skills.
Demonstrated knowledge of and skill in word processing and intranet PC applications.
Preferred Qualifications
Knowledge of medical terminology.
10‑key by touch.
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Under direct supervision, performs variety of communication functions including, but not limited to, operating telephone/switchboard/paging systems, issuing paging equipment, clerical duties and providing technical support; collaborates with other staff members both within and outside the department in accomplishing own job duties as well as to assist others in accomplishing theirs; serves as a team player and role model.
Essential Responsibilities
Performs duties of telephone/switchboard operator. Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and individuals before, during, and after clinic hours. Dispatches ESD and transport services before and after clinic hours. Provides appointment schedule information before and after clinic hours.
Provides back‑up information services to customers on campus when the information desk is closed; provides courtesy wake‑up calls to all physicians.
Assists in acclimating customers and staff to instruments. Installs Telephone Device for the Deaf and hearing impaired (TDD) and instructs customers in use. Instructs staff members on programming paging instrument Quiktel.
Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.
Maintains, updates, and compiles regional on‑call schedules; maintains a list of physicians’ personal telephone numbers and the Regional Automated Telephone Directory with new and/or additional telephone/pager listings.
Notifies appropriate areas of problems or issues that occur. Reports Automated Refill System, Professional Pharmacy Services (PPS) prescription problems to the supervisor, Network Telephony Engineer, and Computer Support Center. Reports PRESTO refill line problems to the Data Center. Logs complaints/issues in a daily journal and refers special calls to the supervisor.
Receives, records, and relays all telephone problems to the supervisor and/or telephone technician.
Screens all inbound calls to the Critical Care Unit, Cardiovascular Intensive Care Unit, Ambulatory Treatment Center, and Surgicenter.
Assists the Security and Parking Department with traffic control by overhead paging notifications.
Assists after‑hours advice nurses with phone technical support, logs and notifies issues, assists members by transferring calls or relaying member data for follow‑up.
Assists inpatient medical doctors by receiving and relaying messages regarding hospitalized members.
Notifies in‑patient medical lead doctors of sick calls within the lead group by paging the group call pager.
Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
Performs other duties and accepts responsibility as assigned.
Basic Qualifications
Experience
Minimum one (1) year communications operator or related experience within two years.
Education
High school diploma or General Education Diploma (GED).
License, Certification, Registration
N/A
Additional Requirements
Customer service experience in a high volume environment.
Basic clerical skills.
Ability to actively listen and comprehend caller requests.
Basic typing skills.
Demonstrated knowledge of and skill in word processing and intranet PC applications.
Preferred Qualifications
Knowledge of medical terminology.
10‑key by touch.
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