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Telephone Operator

  • Job ID: 157644044
  • Status: Part-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Rotating
  • Facility: UPMC Jameson
  • Department: Communications
  • Location: 1211 Wilmington Avenue, New Castle PA 16105
  • Union Position: No
  • Salary Range: $13.27 to $19.77 / hour

Description

Purpose:
To facilitate efficient communications between patients, employees, medical staff and visitors to Jameson Memorial Hospital and within the Jameson Health System. Primary goal is to route calls quickly, efficiently and in a friendly manner.

Responsibilities:
  • Demonstrates proper operation of telephone system and console features, functions, and proper procedure. Refers to manual as needed for unusual circumstances.
  • Transfers calls successfully and accurately to the appropriate party with no justifiable complaints for repeated disconnects or misdirected calls. Refers to and utilizes directories and rolodex information as needed. Clarifies information with caller for accurate transfer (ie, sound alike departments and/or staff with same first or last name). Utilizes good judgment under unusual circumstances (ie, when asked to make an unusual overhead page or unusual external or internal call.)
  • Takes initiative to keep information sources up to date and accessible. Reviews regularly to assure knowledge of information and its location for quick reference. Maintains appropriate set up of work station, availability of resources, appropriate supplies on hand, etc.
  • Consistently projects a courteous, empathetic, caring attitude when interacting with patients, family, visitors and staff. Responds to patients in a positive reassuring manner. Identifies self to patient to promote personalized care with patient.
  • Follows proper procedure for special circumstances ? consulting Nursing Supervisor as necessary, announcing code A/B as required, etc.
  • Answers call politely, courteously and professionally. Receives no complaints of rudeness. Uses positive and appropriate telephone etiquette and positive customer service techniques. Utilizes good grammar, express self clearly, and maintains a friendly manner with callers.
  • Familiar with all aspects of operating central nurse call console. Verifies accurate record management - correct time/date of calls, etc. Notifies appropriate staff of any discrepancies in patient information (staff assignment, etc.)
  • Knowledgeable of centralized nurse call system. Operates nurse call system properly, answering and dispatching calls according to criteria. Efficiently responds to patient calls and contacts appropriate level of caregiver to meet patient need (utilizes Nursing criteria.) Uses telephone as necessary to contact nurses station for follow up on patient requests and/or other necessary communication.
  • Operator utilizes and refers to emergency code information and manuals to ensure preparedness and proper response. Operator reviews emergency manuals and procedures regularly to maintain competency.
  • Knowledge of current information and changes. Reviews operator informational tablet, memos, and other information resources at the start of each shift. Asks questions to clarify needed information.
  • Operates telephone console and other communications equipment in order to answer and transfer calls quickly, efficiently, and in a friendly manner. Receives, places and transfers calls quickly and promptly without delays. Does not screen or question callers unnecessarily. Answers calls with no justifiable complaints of time lapse. Strives to answer call within three rings.
  • Uses appropriate greeting for type of call presented. Identifies self as required by procedure, using name as appropriate.
  • Operator is prepared for emergency calls. Responds to emergency situations immediately without hesitation. Handles calls calmly following proper procedure with no errors that result in misdirection or delay of emergency response. Utilizes 9999 all page appropriately. Verifies all steps are taken and documentation is complete and accurate.
  • Demonstrates proper operation of computer systems and software utilized.
  • Receives requests for paging (overhead, in-house, long range) courteously, verifying information with caller. Performs pages accurately and efficiently with no justifiable complaints. Voice pages are completed appropriately in a clear, distinct voice.
  • Answers Security base station correctly and accurately relays information. Provides support to Security when requested.
  • Relays any and all necessary information accurately to co-workers and relays information to next shift, with no errors that could result in complaints or misdirection of calls.

Qualifications

  • 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
  • OAPSA

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

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