Telecommunications Operator, Staff Relief - Nights, Mrh: Telecommunications

Summary:

Operates the organization's central switchboard to answer and route incoming calls and to communicate codes, alerts, drills and other announcements.

Detailed responsibilities:

• Receives and relays internal and external calls and provides general information according to policy and procedure. Troubleshoots system issues when needed.

• Utilizes desk directories, on-call lists, reference guides and other associated reference materials.

• Operates beeper and paging system to contact to hospital personnel and code team.

• Communicates codes, alerts, drills and other announcements according to established policies and procedures, including disaster management plans.

Competencies and skills:

Essential:

• STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
• CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
• ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
• RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
• PATIENT AND FAMILY CENTERED CARE: "Provides Patient and Family Centered Care to patients, families, visitors and internal customers"
• COMMUNICATION SYSTEMS: Operates communication equipment and systems.
• CUSTOMER SERVICE: Provides excellent service in direct and indirect manner identifying customer needs and fulfilling customer expectations.
• ALERT (CODE) RESPONSE: Response to an announced or observed emergency alert situation.

Education:

Essential:

• High School Diploma or Equivalent

Credentials:

Other information:

Complexity of Work: Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.

Required Work Experience: 1 year customer service experience or related field.

Working conditions:

Essential:

• Bending and Stooping 40.00%
• Keyboard Entry 60.00%
• Kneeling 40.00%
• Lifting or Carrying 0 - 25 lbs Non-Patient 60.00%
• Pushing or Pulling 0 - 25 lbs Non-Patient 60.00%
• Reaching 60.00%
• Repetitive Movement Hand/Arm 60.00%
• Sitting 60.00%
• Standing 40.00%
• Walking 40.00%
• Audible Speech 80.00%
• Hearing Acuity 80.00%
• Depth Perception 60.00%
• Distinguish Color 60.00%
• Seeing

• Far 60.00%

• Seeing

• Near 60.00%

• Latex 40.00%
• Computer Monitor 60.00%
• Wet or Slippery Surfaces 40.00%

Organizational Profile:

Since the opening of the one-story, 100-bed Memorial Hospital in 1953, the South Florida community has benefited from caring and compassionate healthcare at Memorial Regional Hospital. Today, with 553 beds and as the flagship facility of Memorial Healthcare System, Memorial Regional Hospital is one of Florida's largest and most sophisticated hospitals, offering leading-edge care and technologies. Services include:

• Medical and Surgical Services

• Emergency Room and Level I Trauma Center

• Memorial Cancer Institute

• Memorial Cardiac and Vascular Institute

• Memorial Neuroscience Institute

• The Family Birthplace

• Women's Services

• Wasie Neonatal Intensive Care Unit

We are also home to a team of dedicated professionals, all of whom deliver nationally recognized, award-winning care. Memorial Regional Hospital has received Press Ganey's Guardian of Excellence Award for Patient Satisfaction (Inpatient Behavioral Health) for three consecutive years, has been recognized by Truven Health Analytics as one of the nation's 50 Top Cardiovascular Hospitals, and for the last seven years has received the Gold Plus Achievement Award from the American Stroke Association.

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.