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Job Details

Communication Operator

Category: Clerical and Administrative Support
Location:
Everett, MA

Department: IT-Telecommunications
Employment Type: Per Diem
Union Name: SEIU -Service Emp. Int. 1199
Work Days: Covering all 8 hour shifts
Hours/Week: 0
Date Posted: 06/15/2017
Requisition Number: hrq-76367

Job Details

  • Job Duties:

    Rapid, accurate and courteous processing of internal and external telephone inquiries for CHA Hospitals, health centers and administrative offices performed within department guidelines based on statistical measurements obtained routinely from Xtend, Automatic Call Distribution (ACD) or other relevant manual or automated measurements to include voice recorder systems for quality and training purposes. Must follow quality standards as established by the department; e.g. must be logged into the system at all times while not on breaks, must follow appropriate operator script and techniques for placing a call on hold or transferring a call, etc. Respond to a variety of customer routine and special telephone requests that requires real time problem solving; refers difficult or complex requests to Communications Center Lead Operator or supervisor; able to listen well and exhibit patience while deciphering requests from non-English speaking customers. Locate physicians and staff members without delay by telephone, overhead paging or radio paging per established on-line protocols; following IT problem reporting procedures as prescribed. Accurately and promptly following clinical and administrative emergency communications procedures in response to customer request for Code Medical staff assistance, alarms including Code Yellow fire, medical gas, panic, elevator, intrusion and others as required involving both manual and on-line procedures. Read, understand and implement relevant CHA and departmental specific Policies and procedures and stay current with changes implemented in the Center; Center; referring discrepancies to Lead or Supervisor; required daily check of email and bulletin board notices to receive important operational updates and special requests. Maintain accurate directory and associated confidential information in the Xtend system including entering, modifying on-line on-call schedule.

    Qualifications: 

    Education/Training: High School diploma or equivalent. Able to read and write English and follow instructions.

    Work Experience: Minimum of 1 year experience operating computerized telephone operator switchboard equipment and personal computer with 6 months having been in direct customer service interaction (via telephone) in a fast-paced, high pressure service environment; familiar with beeper paging units.

    Physical Skills: 1. Ability to enter data into a computer. 2. Visual and auditory capability sufficient to comprehend written and spoken information. Ability to access alarm reset panels. Mental Skills: 1. Ability to work in a busy, high pressure and demanding environment with sufficient concentration to complete tasks even with interruptions and distractions. Ability to prioritize responsibilities and tasks. Ability to multi-task and to process information rapidly and make decisions both independently and within team structure. Ability to determine possible emergency situations and to respond appropriately. Ability to work without direct supervision and at times without any other team members. Ability to maintain relationships and interact with a diverse population of staff and the community. Ability to follow departmental policy and procedures established to promote quality standards, customer satisfaction, and efficient emergency response.

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