Voice Communications Specialist

Accountabilities

• Answer, screen, and route incoming and outgoing telephone calls, ensuring callers reach the appropriate departments, personnel, and services.
• Provide directory assistance, telephone system guidance, and accurate information to patients, visitors, healthcare professionals, and external callers.
• Place and document local, long-distance, and international calls for physicians and other hospital personnel in accordance with established procedures.
• Coordinate conference call requests and connect staff with appropriate conferencing services.
• Assist patients with telephone dialing instructions, placing calls, and answering general communication-related questions.
• Respond promptly to medical emergencies and crisis situations by activating paging systems and following established emergency communication procedures.
• Support hospital staff when paging systems are unavailable by making necessary program changes and implementing approved backup procedures.
• Operate telephone equipment, auxiliary telephone backup systems, messaging technologies, paging systems, and other communication tools to maintain service continuity.
• Assist staff in contacting on-call physicians and other designated healthcare personnel when clinical or operational needs arise.
• Facilitate requests from external callers seeking medical assistance by contacting the appropriate on-call physicians or healthcare services, following established protocols.
• Operate computer-based communication systems and office equipment, including facsimile systems and related messaging technologies.
• Send domestic and international telegrams using telex-format systems when required.
• Receive, record, track, and distribute incoming telex and facsimile messages accurately and efficiently.
• Maintain professional communication standards, protect the accuracy of information, and follow established policies and procedures.
• Use available digital tools, including Microsoft Excel and AI-assisted productivity applications, to support information management and daily communication workflows.

Requirements

• High school diploma or equivalent.
• At least one year of experience in a call center or telephone operator role, or two years of customer service experience.
• Solid understanding of networking and distributed computing concepts, with familiarity with client-server configurations.
• Excellent communication and customer service skills, including the ability to communicate clearly, professionally, and courteously with diverse callers.
• Ability to assess caller needs quickly, determine appropriate routing, and manage multiple requests while maintaining accuracy and composure.
• Familiarity with telephone systems, messaging technologies, paging equipment, and related communication tools.
• Strong organizational skills and attention to detail, particularly when documenting calls, recording messages, and handling time-sensitive requests.
• Ability to follow established procedures, respond appropriately to urgent situations, and elevate medical emergencies or other critical communication needs.
• Working knowledge of computer applications and office equipment, with the ability to learn new communication platforms and digital tools.
• Understanding of project management principles and the ability to coordinate communication-related tasks effectively.
• Strong problem-solving skills and the ability to work collaboratively with healthcare professionals, administrative teams, and other stakeholders.
• Preferred: Previous experience in healthcare or a related field.
• Ability to remain in a stationary position for extended periods and operate a computer and other office equipment.
• Ability to communicate and exchange accurate information consistently and, where required, travel throughout the healthcare system.
• Ability to lift or move up to 10 pounds in certain locations.
• Willingness to follow applicable workplace safety procedures and use required personal protective equipment.
• Ability to comply with applicable employment screening and workplace health requirements.

Benefits

• Comprehensive employee benefits: Access to a broad benefits package designed to support health, well-being, and long-term financial security.
• Professional development: Opportunities to build communication, customer service, and technical skills in a complex healthcare environment.
• Career growth opportunities: Potential to explore future roles across a large, multidisciplinary healthcare organization.
• Meaningful work: The opportunity to support patient care by facilitating reliable communication among patients, physicians, and healthcare teams.
• Structured weekday schedule: The detailed role information specifies a Monday–Friday day shift, with no weekends or holidays.
• Healthcare environment experience: Gain exposure to clinical and operational workflows while developing skills applicable to healthcare administration and communications.
• Collaborative workplace: Work alongside healthcare professionals and administrative teams committed to service quality and patient support.

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