Telephone Operator

Job Title

Telephone Operator

Job Description

Major duties and responsibilities include, but are not limited to: Telephone System/Switchboard: 80% A. Swiftly and accurately triage and direct all incoming telephonic communications by conducting comprehensive assessments of caller needs. Leverage advanced digital resources, such as the Electronic Health Record (Cerner/Power Chart) system and/or institutional telecommunication directories, to facilitate the expedient transfer of calls within a targeted 30-second interval, ensuring continuity of care and operational efficiency. B. Employ proactive situational awareness and prioritization protocols to respond to all facility alarms and emergent code calls (e.g., Code Blue, psychiatric emergencies, suicide risk alerts) with immediate escalation. Utilize critical communication pathways including Fire Alarm, Public Address Systems, and Vocera platform. This will ensure rapid dissemination of information to essential medical center personnel and leadership. C. Sustain uninterrupted communication operations throughout the duration of facility emergencies or disaster events, maintaining dedicated connectivity with relevant stakeholders and infrastructure until official resolution and system stabilization are confirmed. D. Utilize advanced triage methodologies to deconstruct complex caller concerns, employing effective resolution strategies and, when appropriate, coordinating seamless referrals to specialized patient advocacy liaisons for comprehensive follow-up. E. Systematically document and catalogue incident reports, operational logs, and equipment distribution activities (such as pager battery management), ensuring meticulous and secure information management through SharePoint (Microsoft Excel) or analogous data platforms for each assigned shift. F. Initiate and manage specialized outbound long-distance communications utilizing commercial telephony interfaces, including Cisco Finesse and Automated Call Distribution (ACD) lines, to support organizational outreach and operational requirements. Administrative Support 20% G. Confirm callers are on the designated transportation scheduled to be picked up for their clinical appointments. H. Enforce stringent workspace hygiene protocols by maintaining workstation and console cleanliness at the conclusion of each tour, in recognition of shared workspace standards and infection control imperatives. I. Administer routine maintenance and functionality checks for telecommunication equipment (e.g., headsets) and promptly escalate issues or service interruptions to supervisory personnel to ensure sustained operational readiness. J. Execute a spectrum of administrative and clerical tasks as delegated, demonstrating adaptability and proficiency with emergent organizational needs. K. Maintain an informed awareness of the intersection between daily operational activities and the strategic objectives of the VA GEMS (Green Environmental Management Systems) program, actively promoting and implementing best practices for environmental stewardship and sustainability. Performs other duties as assigned.