Job Description

Job Title: Call Center Operator
Job ID: 734691
Status: Full-Time
Regular/Temporary: Regular
Hours: Hours may vary
Shift: Day Job
Facility: UPMC St. Margaret
Department: Telecommunications
Location: 815 Freeport Road, Pittsburgh PA 15215


UPMC is currently hiring a full time Call Center Operator at St. Margaret Hospital!

The role of the call center operator is to provide excellent and courteous customer service skills to patients, staff and general public. Must be a team player and have good communication skills. This position has the responsibility and accountability for the accurate performance of answering all calls, redirecting calls to appropriate departments, overhead paging, activating pagers, dispatching, and taking the appropriate actions to codes and alarms. 

The department also maintains an answering service for physicians and medically related departments. The operator must be able to respond to all communication systems in a fast paced environment. Job duties involve various age specifics whether responding to patients, callers, physicians or staff members.

  • Activates the Alert Notification System.
  • Answer all incoming telephone calls on the console and redirect to the appropriate location, providing information, placing calls, activating pagers and overhead paging.
  • Assist the religious taking patient requests for visit or communion, dispatch for emergencies and overhead page services.
  • Contact cab company when needed by departments and prepare paper work.
  • Dispatch Security assisting with emergency support.
  • Maintain Keys and sign in books for chaplain, volunteers, departments, electrical/telephone closets, lactation room, elevators, and employee parking lot.
  • Maintain on call schedules for departments.
  • Monitor all code/alarms and dispatch (Fire, Cardiac Arrest, Community Disaster, Injured visitors/staff, helicopter arrival, power failures, telephone switch alarms, blood bank, doors and gas alarms). Also respond to any of the above in the 100 and 200 Medical Arts Building on campus.
  • Performs all responsibilities according to the philosophy of the UPMC Health System such that the needs of our customers are fulfilled.
  • Provide answering service for clients, following instructions, dispatching emergency messages, and verbally or fax messages to the client.
  • Provides approved overhead announcements.
  • Reports elevator, ATM and payphone problems.
  • Respond to any telephone repairs, logging the report, paging appropriate individual to handle repair.
  • Respond to long-range or in-house pager repairs, replacements and batteries, logging the report, and trouble shooting.
  • Responds to all calls needing assistance from parking lot gates as well as pay stations.


  • High school diploma or GED required. 
  • Minimum two-years experience in customer service required, answering service experience preferred. 
  • Must possess proficient spelling/grammar skills, must be able to communicate effectively with all age groups and populations of external and internal customers as well as co-workers on all communication systems in Telecommunications 
  • Must possess proficient typing (40 wpm) and spelling/grammar skills. 
  • The call center operator will type alpha text messages via pagers to physicians, staff members and answering service clients. 
  • Answering service clients, in addition, receive all messages handled by In Touch daily via faxes to their office. 
  • Attends mandatory safety, compliance and other meetings required by Telecommunications and hospital guidelines
  • Attends in-service and training classes, as required

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance

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

Salary Range: $13.12 to $20.05 / hour

Union Position: No

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