Job Description

Telephone Operator

UPMC Western Maryland Telecommunication is looking for a full time Telephone Operator! This role will work mostly evening shifts, including rotating weekend and holiday shifts. This would be a great position for someone with a customer service background and some experience working with computers. Prior secretarial work or call center experience is a big plus!

Under direct supervision, serves as the main point of contact with the public and with all hospital departments in routine as well as emergency situations.

Responsibilities:

• May train new operators.
• May be required to do system data entry on request.
• Provide service to multiple answering service clients utilizing individualized protocols.
• Process appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide Physician on call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine callers requirements (extension desired, information requested, etc.) and transfer call.
• Provide status report on any page in progress to the individual requesting the page.

Qualifications:

• High school graduate or equivalent.
• 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience.
• Must be able to work all shifts, 7 days a week.
• Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.)
• Licensure, Certifications, and Clearances: UPMC is an Equal Opportunity Employer/Disability/Veteran

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