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Job Details

Communication Operator

Category: Clerical and Administrative Support
Everett, MA

Department: IT-Telecommunications
Employment Type: Part Time
Job Type: Union
Union Name: SEIU -Service Emp. Int. 1199
Work Shift: Nights
Work Days: Sunday (8hr) 11:30p, Saturday (8hr) 11:30p
Hours/Week: 16
Date Posted: 06/13/2017
Requisition Number: hrq-76369

Job Details

  • Job Purpose:

    Under the general supervision of the Communications Center Supervisor and within established Cambridge Health Alliance and departmental policies and procedures, Communications Center Operator performs routine, emergency and special communications procedures using PC based telephone and data programs to support all CHA hospitals, health centers & administrative offices. Operators handle telephone inquiries from patients, community at large and CHA clinicians and staff and provide accurate information and/or telephone transfer services to the appropriate person or department. Communications Center Operator accesses on-line directories, on-call schedules, policies and procedures; assists in locating physicians and staff within a fast paced centralized Communications Center. Essential job functions include greeting customers over the telephone with a professional and helpful attitude, accurately handling time sensitive communications requests, efficiently using resources, demonstrating a high level of teamwork, paying attention to detail, and processing multiple tasks between different functions.

    Duties/Responsibilities: 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


    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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