Job Description

Job Title: Telephone Operator
Job ID: 664468
Status: Part-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Jameson
Department: Communications
Location: 1211 Wilmington Avenue, New Castle PA 16105


UPMC Jameson is currently hiring a part-time Telephone Operator!  This individual will facilitate efficient communications between patients, visitors, employees and medical staff within the UPMC Health System. The primary goal of a Telephone Operator is to route calls efficiently and accurately while providing outstanding customer service.


This is a part-time position.  Must be available for all shifts - 365/24/7.


Up for the challenge?  Apply today!


Telephone Operator

  • Answer all incoming calls with appropriate greeting for the type of call (internal/external callers)
  • Route calls quickly and accurately while maintaining a pleasant demeanor Maintain knowledge of call routing changes and reports discrepancies to immediate Supervisor 
  • Answer Security base station correctly and relays information accurately.
  • Provides additional support to Security upon request.
  • Demonstrate effective communication with callers and coworkers and proper grammar skills
  • Provide personalized customer service to callers by demonstrating active listening skills to respond to callers needs
  • Continually maintain a positive attitude and conduct self in a professional manner


Emergency Operator:

  • Answer all calls for internal urgent and emergency situations 
  • Activate emergency response by accurately identifying situations and making the appropriate notifications
  • Demonstrate critical thinking skills by using good judgement while making split second decisions
  • Demonstrate the ability to remain calm and use logical thinking during urgent/emergency situations
  • Demonstrate the ability to multitask efficiently and prioritize according to urgency of operations
  • Complete documentation of events and monitor work for quality and accuracy

Centralized Nurse Call Operator:

  • Answer incoming calls through the nurse call system from patients needing assistance from their care team
  • Consistently project a courteous, empathetic, caring attitude when interacting with patients, family, visitors and staff.
  • Respond to patients in a positive reassuring manner.
  • Provide personalized care by identifying self by name when answering patients’ calls for assistance
  • Demonstrate active listening skills to determine the needs of the patients
  • Accurately dispatch appropriate care provider according to the patient’s request
  • Escalate urgent situations by reporting unusual or repeated requests to the appropriate nurse station


  • High School degree or equivalent preferred.
  • Previous telephone console experience preferred.
  • Computer experience required.
  • Typing ability required.
  • Strict confidentiality required.
  • Must demonstrate strong communication and interpersonal skills.
  • Ability to communicate effectively demonstrated in previous job responsibilities.
  • Demonstrates excellent verbal and written communications skills.
  • Demonstrates positive interpersonal behaviors to include a positive attitude, pleasing voice and pleasant manner with staff, patients, and visitors.
  • Supportive of the department and team.
  • Ability to follow directions accurately.
  • Ability to function independently as well as in a team capacity.
  • Must have good hearing and vision to perform job duties.
  • It is required that employees have age appropriate hearing within normal standards (with or without correction) as defined by clinical guidelines and vision within 20/40 (with or without correction) as defined by PA Department of Transportation.
  • Evaluation will be made at the time of hire.
  • Hearing and vision will be evaluated biannually thereafter.
  • Current staff falling below this standard must seek correction to obtain appropriate corrected vision and/or hearing.
  • Must be able to sit for extended periods.
  • Must be able to react calmly and follow proper procedure in emergency situations.
  • Scheduling flexibility is required for call off situations and to meet the needs of the department.
  • The Communications Center is operative 24 hours/day 7 days/week.

    Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance
  • Older Adult Protective Services Act

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $11.96 to $17.82

Union Position: No

At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!


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