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Job Details

Communication Operator

Date Posted: 05/24/2022

Requisition Number: 534

Location: CHA Everett Hospital

Work Days: Every Saturday and Sunday, 3:30pm-12:00am

Category: Clerical and Administrative Support

Department: IT Communications

Job Type: PT Less Than 20 HPW

Work Shift: Evening

Hours/Week: 16.00

Union: Yes

Union Name: SEIU 1199

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.

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 Codes, medical staff assistance, alarms including fire, medical gas, 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; referring discrepancies to Lead or Supervisor; required daily check of email and bulletin board notices to receive important operational updates and special requests. Demonstrate flexibility from time to time in their work schedule and a commitment to the smooth operation of the Communications Center Department.

Qualifications:

    • High School diploma or equivalent. Able to read and write English and follow instructions.
    • 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 preferred.
    • 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.


In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.

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