Telecom Operator – PT/Evening

Houston, Texas
Houston Methodist Hospital

JOB SUMMARY

At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. Assists patient, physicians and staff with general information. Monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. Handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. Strives to make the physical, emotional and spiritual needs of those served top priority. Effectively communicates in a manner consistent with a customer service focus.

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE – 25%

1. Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position. (EF)
2. Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others. (EF)
3. Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results. (EF)

SERVICE – 30%

1. Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice. (EF)
2. Responds quickly and accurately to disaster and emergency situations according to department protocol. (EF)
3. Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

QUALITY/SAFETY – 20%

1. Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques. (EF)
2. Stays up to date on organizational changes including policies and important initiatives. (EF)
3. Meets department metrics (abandonment rates, productivity/activities per hour, etc). (EF)

FINANCE – 10%

1. Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement. (EF)
2. Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members (EF)

GROWTH/INNOVATION – 15%

1. Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service. (EF)

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION REQUIREMENTS

o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE REQUIREMENTS

o One year customer service experience

o Dispatching experience preferred

o Healthcare experience preferred

CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED

o Not applicable

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

o Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

o Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

o Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems

o Knowledge of personal computer functions and Windows-based software

o Ability to understand and resolve problems and defuse situations with empathy and compassion

o Excellent telephone customer service and professional interpersonal skills

SUPPLEMENTAL REQUIREMENTS

Work Attire Yes/No

Uniform No

Scrubs No

Business professional Yes

Other (dept approved) No

On-Call No (for Non-Exempt or Exempt jobs)

Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above.

Travel

May require travel within No

Houston Metropolitan area

May require travel outside No

of Houston Metropolitan area

Travel specifications may vary by department.

Please note any other special considerations to this job:

Company Profile:

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation’s leading centers for medical education and research. In 2022, U.S. News & World Report named Houston Methodist Hospital to its prestigious Honor Roll for the sixth time. Also, in this year’s rankings, Houston Methodist Hospital was named the No. 1 hospital in Texas for the 11th year in a row. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 946 operating beds, 85 operating rooms and nearly 8,500 employees, Houston Methodist Hospital offers complete care for patients from around the world.