Job Information
Tufts Medicine Telephone Operator in Lowell, Massachusetts
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Efficiently answers a PC switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls. Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results.
Job Description
The Telephone Operator performs services in a designated area according to the policies, procedures, philosophy, and objectives of the department and hospital. Works cooperatively within department and other services to create a system of quality health care.
POSITION SUMMARY: Full Time 80 per pay period
Operates a PC switchboard console and paging systems to relay incoming, outgoing, and interoffice calls. Monitors hospital alarm system, notifies appropriate hospital staff of activated alarms, makes overhead hospital-wide announcements when necessary and performs various clerical duties as required.
HOURS: 40 hours per week
Rotating Weekends & Holidays required
Location: Lowell General Hospital - Saints Campus
Week 1
Sunday – 7:00am – 3:00pm
Monday – OFF
Tuesday through Friday - 7:00am – 3:00pm
Saturday – OFF
Week 2
Sunday – OFF
Monday through Thursday - 7:00am – 3:00pm
Friday – OFF
Saturday - 7:00am – 3:00pm
Job Duties & Responsibilities:
Consistently applies the corporate values of respect, honesty and fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly, geographically accessible, and high-value services within the environment of a comprehensive integrated academic health care system.
Responds promptly to all incoming calls via PC switchboard consoles and directs those calls to appropriate destination.
Receives, transfers and places calls using appropriate telephone etiquette and standardized greeting.
Provides paging to staff through the internal and external beeper systems.
Monitors emergency lines, and hospital alarms.
Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.
Maintains collaborative, team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment
Must present pleasant telephone voice and manner.
Performs other similar and related duties as required or directed.
Must be available for overtime when needed.
As a hospital operator, there must always be an operator on shift until another operator starts their shift.
Core Competencies
Communication skills
Excellent Customer Service Skills
Team Work
Adaptability
Maintains composure under stress
Planning and organizational skills
Requirements :
• High School Diploma or GED Required
• 1-3 years of Experience on telephone switchboard, or environment with high volume call answering preferred
About Lowell General Hospital:
Lowell General Hospital is an independent, not-for-profit community hospital serving the Greater Lowell area and surrounding communities. With two primary campuses located in Lowell, Massachusetts, we are the second-largest community hospital in Massachusetts. We have the latest state-of-the-art technology and a full range of medical and surgical services for patients, from newborns to seniors.
Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org .