Telephone Office Operator

Job Title

Telephone Operator

Location

Mayo Clinic in Phoenix, Arizona, United States

Job Description

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

The Telephone Operator is primarily responsible for processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public. Operator must be able to accurately process a high rate of telephone calls over an extended period of time. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Assists all callers in a polite, articulate, professional, and clear manner. Operator must handle confidential and sensitive information.

Utilizes the paging systems for authorized personnel over multiple channels including: public address system, emergency voice pagers, and alpha display priority pagers. Responsible for expediting all 911 emergencies to include: Code Triage Disasters; Radiation and Chemical Spills; External law enforcement, fire, and emergency medical service response (as applicable); coordination of non-emergency medical transports for Mayo Clinic patients; Fire Evacuation; Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls for the Phoenix and Scottsdale campuses.

Ability to search phonetically within various complex clinical applications inclusive of the Electronic Health Record. Responsible for physician on-call schedule updates, to include regular maintenance of provider schedules. Responsible for editing of employee directory, inclusive of all updates for new hires, transfers, terminations. Must be able to navigate through multiple electronic applications and devices, examples include: Infinity Telephone Agent (Telephone Operating system), On Call Supervisor, Telephone Operators Directory ( TOD ) Quarterly Manager, Quarterly Directory (printed and on-line), Intelligent Series Supervisor, Red Phone, Pager Lookup, Stroke LVO Group Paging System and backup.

This position requires critical thinking skills with strong attention to detail. Requires the ability to prioritize daily tasks simultaneously within a fast paced, ever changing work environment; must be adaptable and flexible within a strong team structure. Possesses a high level of concentration, memory retention, and attention to detail.

Must be able to meet the physical requirements including the ability to do the following: view a computer monitor and read newsprint font style and size; hear in both ears; visual acuity and ability to distinguish colors; sit at a computer desk, work in varying light levels, and perform repetitive upper body motions for duration of work shift. Works flexible hours, which may include days, evenings, nights, holidays and weekends. May be asked to perform other job-related duties as assigned by leadership including training of new employees.

Qualifications

High school diploma or GED equivalent. A minimum of two (2) years of customer service/hospitality/telephone operator experience, which includes at least one (1) year of multiple-line telephone experience.

Preferred:

• Evidence of experience using various computer systems, applications and keyboarding skills.
• Familiarity with Code Calls, Emergency Preparedness, and medical terminology preferred.
• Demonstrated ability to clearly speak, write, and understand the English language as well as be understood while speaking the English language.
• Operators must be able to handle calls from diverse callers to include non-English speakers and utilization of translation resources.
• Demonstrated competency of the following skills: spoken communication; interaction and versatility; decision making and problem solving; coping; commitment to task; tolerance of ambiguity; ability to handle stressful situations and process emergencies on the fly; use of verbal de-escalation techniques to manage irate or emotional callers, to bring resolution to their concerns.
• Evidence of service excellence while displaying strong interpersonal and organizational skills.
• Ability to be alert, perceptive, dependable, and task oriented.
• Ability to relate to persons with diverse educational, socioeconomic, and racial/ethnic backgrounds.
• Demonstrated ability to function independently after receiving four to eight weeks of on-the-job-training.
• Demonstrated ability to accurately maintain a log of emergent patient calls (after hours); emergency code calls; and stroke calls.

Exemption Status

Nonexempt

Compensation Detail

$xx,xxx – $xx,xxx / year; This position has a predetermined rate of $xx.xx per hour.; Education, experience and tenure may be considered along with internal equity when job offers are extended.; $xx.xx – $xx.xx / hour; Compensation range is $xx.xx -$xx.xx / hour based upon union contract

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period: 80

Schedule Details: Monday – Friday 1pm – 9:30pm Rotating holidays Occasional weekends when needed

Weekend Schedule: Occasional weekends

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the " EOE is the Law" . Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Andrea Hansen

Equal Opportunity

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.