Affiliated with:
CHAllenging Work.
CHAnging Lives.
At CHA, we are dedicated to serving our neighborhoods and our employees are at the heart of this compassionate, quality care. We are building a skilled, dynamic workforce to meet patient needs.
Job Details

Communication Operator

Category: Clerical and Administrative Support
Location:
CHA Everett Hospital, Everett, MA

Department: IT-Telecommunications
Job Type: Part Time
Job Class: Union
Union Name: SEIU -Service Emp. Int. 1199
Work Shift: Nights
Work Days: 11:30pm-8:00am every Saturday and Sunday
Hours/Week: 16
Date Posted: 01/13/2020
Requisition Number: hrq-91794

Job Details

  • 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 decipher ing 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 prescribe Accurately and promptly following clinical and administrative emergency communications procedures in response to customer request for Code Blue, Red, RRT medical staff assistance, alarms including Codes, 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 operations updates and special requests. Maintain accurate directory and associated confidential i nformation in the Xtend system and. After hours answering service responsibilities and more.

    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. Data entry, ability to comprehend written and spoken information. Mental Skills: 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. Working Conditions and Physical Environment: Fluorescent and natural lighting. Seated at Computer based telephone and data workstation, with possible shared office space.

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