Lead, Operator Central Telecommunications

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Job Summary: Under the direction of the department Manager, provide a positive resource of leadership and encouragement for the function of the Communications department to all others. To answer and route inbound calls and messages to hospital/Medicall from community, patients, physicians and staff for the operating integrity of the answering service. Keep abreast of policy and procedures required to monitor and react to alarms and codes. Maintain accurate on-call schedules for departments and physicians.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: None.

Work Experience: 1 - 2 years related experience.

Knowledge, Skills and Abilities: Effective interpersonal, written and verbal communication skills.

Essential Functions and Responsibilities: Answer incoming calls on the main switchboard in a courteous manner directing each to the appropriate department or individual while maintaining an average answer time of 98%. Answer, transcribe and relay information accurately related to the Medicall answering service while maintaining an average answer time of 98%. Maintain complete confidentiality of all information relating to physicians, patients and staff. Incorporate changes into the daily operations assuring physician/departmental schedules/specials and code policies are correctly updated for accurate information purposes. Swap/replace broken or lost pagers to physicians and hospital staff, maintain an accurate record of those being sent to and returned from repair. Serve as a means of escalation to the Telephone Secretaries dealing with problem calls, hardware/software deficiencies or disaster/recovery while keeping Management advised of departmental situations that could lead to further explanation or escalation. Review work schedules coordinating daily changes due to vacation, sick time or emergencies, accommodating shifts according to departmental needs.

Decision Making: Independent judgment in making minor decisions where alternatives are limited and standard policies/protocols have been established.

Working Relationships: Leads others in same work performed (does not supervise). Has input on performance evaluations but does not prepare or give. Works directly with patients and/or customers. Works with internal/external customers. Works with other healthcare professionals and staff.

Special Job Dimensions: None.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job.  This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

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