Responsible for providing the first impression of our hospitals to all individuals who seek information, assistance placing calls and overhead paging. Under the supervision of the Telecommunications supervisor, the operator answers all incoming calls to the hospital; operates the paging systems; responds to emergency codes and equipment needs; assists in placing long distance calls as needed and authorized; monitors and operates security CCTV, emergency audio/visual functions, alarms (security, maintenance and medical) and announces emergency codes (Blue/Cardiac, Red/Fire, Gray/Disaster, Pink/Infant Abduction, etc.) Performs all duties in a manner that meets or exceeds customer expectations are required in support of the Security and Telecommunications.
KEY JOB DUTIES/RESPONSIBILITIES:
A. Demonstrates proficiency and knowledgeable with each of the CSRHCS facilities (telephone extensions, emergency contact information, alarms, security, maintenance, medical, etc.) unique overhead paging protocols and procedures in accordance to services provided to patients, associates, medical staff and other as appropriate. (E)
B. Demonstrates proficiency in the operations of the Avaya OneX Attendant Console, Paging System, security radio/dispatch system, operations of the security monitors (DVR/CCTV) and the general overhead paging system. (E)
C. Demonstrates ability to transfer calls to multiple hospitals and campuses accurately by ascertaining the specific location requested by the caller. (E)
D. Demonstrates ability to work effectively as a team member by providing input and suggestions for on-going process improvement initiatives to better provide quality professional services for our customers. (E)
E. Responds rapidly and effectively to emergency situations and maintains emotional composure, organization of work and accurate productivity during periods of stress and high activity. (E)
F. Maintain legible and organized handwritten and computer records/logs.
G. Substantial ability to perform and prioritize multiple simultaneous tasks.
H. Proficient with the operation of sophisticated computerized network (web based camera applications, security and clinical alarms), including data entry information, retrieval and monitoring status changes as reflected by the computer and access control systems.
I. Responsible for meeting customer service expectations in handling all internal and external emergency alarms/calls received or transmitted/announced in collaboration as appropriate with internal and external emergency resources. (E)
J. Proficient with the use of interoperable communication devices (i.e. Web EOC, 800 MHZ radio, SAT Radio) as needed in the event of disaster/critical situations.
K. Demonstrates ability to accurately perform the steps and procedures for emergency codes while operating in a high-pressure environment. (E)
L. Verifies/confirms individuals requesting entry to restricted security access points throughout the region to ensure the integrity of the security program. (E)
M. Submits work orders on all identified/reported discrepancies to appropriate internal/external resources for repair or replacement.
N. Performs duties in a manner that protects the confidentiality of patients, associates, physicians, visitors and does not solicit or disclose confidential information.
O. Provides after hours coverage to support the Information Desk at all facilities with patient inquiries.
P. Available to work various shifts to provide 24/7 coverage as needed.
Q. Performs all duties in a manner that maximizes patient and customer satisfaction. (E)
R. Appropriately adapts assigned assessment, treatment, and/or service methods to accommodate the unique physical, psychosocial, cultural, age-specific, and other developmental needs of each member served. (E)
S. Demonstrates adherence to the CORE values of CHRISTUS Santa Rosa Health Care. (E)
T. Performs other duties as assigned. (M)