Telephone Operator- Nights- EHN PHL

Job Details

The Telephone Operator serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a "voice with a smile". The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.

Job Description

Schedule: Sunday - Thursday 10:30pm- 6:30am

Location: Onsite at EHN PHL

ESSENTIAL FUNCTIONS

Articulates the job's main responsibilities. This is not intended to be an exhaustive list of all essential functions or all duties performed. The essential functions listed below and percentage of time may vary between departments and locations, and are subject to change based on management discretion and organizational needs. Other responsibilities may be assigned at the discretion of management to meet organizational needs.

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Promptly answers incoming calls and asks appropriate questions to properly direct the call
• Assist callers by providing needed information and/or transferring to the appropriate person or department.
• Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
• Communicates effectively with patients, physicians and other departments regarding delays
• Practices de-escalation and service recovery methods
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Brings forth any compliance or ethics issues and recommendations for operational improvement
• Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
• Initiate all stat and emergency calls following the departments policy and procedure for handling emergent. Notify appropriate personnel, activate group pagers, ANNOUNCE OVERHEARD WHEN REQUIRED, follow up with telephone call to ensure all staff has arrived.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required or preferred.

Education - Required

High School Diploma/GED

 

Experience - Required

1 year No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.

 

Experience - Preferred

1 year 1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.

 

Knowledge, Skills and Abilities - Required

Telecommunications System – Spok, Paging, Paging Systems, Cell Phones and related systems and equipment

Computer Skills

Communication and Problem Solving

Multi-tasking – Ability to navigate multiple screens while talking

Medical Terminology

 

Additional Qualifications

Proficiency in a second language is a major plus.

 

Work Shift

Workday Night (United States of America)

Worker Sub Type

Regular

Employee Entity

Albert Einstein Medical Center

Primary Location Address

5501 Old York Road, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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