Telephone Operator

UPMC Western Maryland Telephone Operator

UPMC Western Maryland is hiring a full-time Telephone Operator! This position will work in our call center, answering and directing calls appropriately. Other duties include monitoring cameras, alarms, and paging when necessary. Will also help maintain on-call schedules. Under direct supervision, serves as the main point of contact with the public and with all hospital departments in routine as well as emergency situations.

The schedule will consist of mostly night shift every weekend and rotating holidays. Friday through Monday from 10:30 pm to 6:30 am, as well as Thursday either from 9:00 am to 5:00 pm or 2:30 pm to 10:30 pm. Thursday shift will vary each week depending on department needs.

Responsibilities:

• May train new operators.
• May be required to do system data entry on request.
• Provide service to multiple answering service clients utilizing individualized protocols.
• Process appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide Physician on call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine callers requirements (extension desired, information requested, etc.) and transfer call.
• Provide status report on any page in progress to the individual requesting the page.

High school graduate or equivalent. 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience. Must be able to work all shifts, 7 days a week. Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.). UPMC is an Equal Opportunity Employer/Disability/Veteran.