Telecom Operator

OVERVIEW:

Responsible for managing telecommunications operations in a healthcare setting, including answering and directing calls, coordinating emergency code announcements, monitoring critical alarm systems, and supporting patients, families, and healthcare professionals. Oversees shift assignments, schedules, databases, paging systems, and departmental administrative tasks while ensuring accuracy, confidentiality, regulatory compliance, and continuous 24/7 coverage. Provides staff training and technical support, maintains communication equipment and systems, and coordinates emergency responses and essential services to support patient safety and quality care.

SCHEDULE: Full-Time, 40 hours per week.


SHIFT: Day Shift

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform all essential job duties of a Telecom Operator.

• Greet customers and provide basic facility and location information; answer and transfer incoming calls promptly and courteously.

• Take responsibility for shift work, delegate assignments, and ensure accurate and timely task completion.

• Maintain a calm demeanor during stressful situations and peak activity periods, effectively communicating with patients, families, and healthcare partners.

• Initiate emergency response workflows for critical situations (e.g., code blue, trauma, STEMI, strokes).

• Accurately announce and page emergency codes in a timely manner.

• Collaborate with multidisciplinary healthcare teams to enhance patient care and experience.

• Provide paging services for OSF, RNA, and private practices.

• Act as "Super User" for Primex OneVue with a detailed knowledge of the software.

• Process requests for Hospice and Home Health services.

• Assist with crisis and critical calls by contacting 911 or behavioral health services as necessary.

• Update and maintain the on-call physician schedule, relaying messages and page blocks accurately.

• Monitor and respond to multiple alarm systems, including medical gas alarms, blood bank temperature alarms, and security alerts.

• Ensure compliance with Joint Commission standards by responding to Primex sensor alerts.

• Assist colleagues with Language Line services.

• Manage the checkout of keys, interpreter service laptops, and patient room phones.

• Replace staff pagers and patient phones as needed.

• Page or contact assigned on-call Mercyhealth employees based on individual profile instructions.

• Maintain confidentiality at all times.

• Monitor various alarm systems and ensure timely announcements of emergency codes.

• Assist partners with Language Line usage and maintain phones.

• Make changes in Lifeline program regarding subscriber and responder information as needed.

• Update and maintain departmental information lists and databases.

• Create and manage departmental schedules as required.

• Accurately process invoices, payments, and reports as necessary.

• Check the functionality of Language Line phones and connect patients as necessary.

• Program and troubleshoot pagers and Spok Mobile.

• Manage call volumes efficiently and adjust schedules to meet daily needs.

• Coach staff and provide training for new operators.

• Prepare, revise, and update departmental policies and procedures.

• Assist the department with various tasks as assigned, ensuring 24/7 coverage.

• Some on-call responsibilities may be required.

EDUCATION AND/OR EXPERIENCE


High school diploma or equivalent required.


CERTIFICATION/LICENSURE

N/A

OTHER SKILLS AND ABILITIES
N/A

LEVEL OF SUPERVISION

Work is performed according to specific procedures and methods, but the incumbent must make minor decisions in order to adapt and appropriately respond to routine situations. Will give general direction to the department as needed.

SUPERVISES

N/A

PAY RANGE:

$19.02 - $29.48

Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.

Mercyhealth offers competitive pay and a comprehensive benefits package including:

• Medical, Dental, Vision
  
• Life & Disability Insurance
  
• FSA/HSA Options
  
• Generous, accruing paid time off
  
• Paid Parental and caregiver leave
  
• Career advancement and educational opportunities
  
• Tuition and certification reimbursement
  
• Certification Reimbursement
  
• Well-being Programs
  
• Employee Discounts
  
• On-Demand Pay
  
• Financial Education
  
• Annual recognition/awards events
  
• Partner appreciation days
  
• Family entertainment/attractions discount
  
• Community service/improvement opportunities
  

Click here for more details regarding Mercyhealth Careers Benefit Information.

At Mercyhealth, we don't simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including:

• #1 in the nation on AARP's Best Employers for Workers Over 50
• One of Working Mother magazine's 100 Best Companies for Working Mothers
• A Top 50 Company and Top 10 Nonprofit for Executive Women