Job Description

Job Title: Telephone Operator
Job ID: 77928435
Status: Part-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Jameson
Department: Communications
Location: 1211 Wilmington Avenue, New Castle PA 16105

Description

UPMC Jameson is currently hiring a 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, with various shifts/various days including weekends/holidays.

 

Up for the challenge?  Apply today!

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.

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

 

Qualifications

  • High school graduate or equivalent. 
  • One year of experience answering and processing calls through automated phone system or one year of customer service experience. 
  • Must be able to work all shifts, seven days a week. Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).

    Licensure, Certifications, and Clearances:
  • Act 34

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

     

    Salary Range: $12.76 to $19.01 / hour

    Union Position: No

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