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Telecommunication Operator

At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.

Houston Methodist Experience Expectations :

Provide personalized care and service by consistently demonstrating our I CARE values :

• Integrity : We are honest and ethical in all we say and do.
• Compassion : We embrace the whole person including emotional, ethical, physical, and spiritual needs.
• Accountability : We hold ourselves accountable for all our actions.
• Respect : We treat every individual as a person of worth, dignity, and value.
• Excellence : We strive to be the best at what we do and a model for others to emulate.

Practices the Caring and Serving Model

Delivers personalized service using HM Service Standards

Provides for exceptional patient / customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

Intentionally collaborates with other healthcare professionals involved in patients / customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

Involves patients (customers) in shift / handoff reports by enabling their participation in their plan of care as applicable to the given job

Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities :

People Essential Functions :

Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.

Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.

Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results.

Service Essential Functions :

Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.

Responds quickly and accurately to disaster and emergency situations according to department protocol.

Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

Quality / Safety Essential Functions :

Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.

Stays up to date on organizational changes including policies and important initiatives.

Meets department metrics (abandonment rates, productivity / activities per hour, etc).

Finance Essential Functions :

Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.

Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members

Growth / Innovation Essential Functions :

Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement.

Generates and communicates new ideas and suggestions that will improve quality or service.

Qualifications : Education :

High School diploma or equivalent education.

Work Experience :

One year customer service experience.

Dispatching experience preferred.

Healthcare experience preferred.

License / Certification :

N / A

Knowledge, Skills, and Abilities :

Demonstrates the skills and competencies necessary to safely perform the assigned job.

Sufficient proficiency in speaking, reading, and writing the English language.

Ability to effectively communicate with patients, physicians, family members and co-workers.

Ability to understand telecommunications equipment and services.

Knowledge of personal computer functions and Windows-based software.

Ability to understand and resolve problems and defuse situations with empathy and compassion.

Excellent telephone customer service and professional interpersonal skills.

Supplemental Requirements :

Work Attire :

Business professional Yes

On-Call :

On Call

No

Travel :

May require travel within the Houston Metropolitan area No

May require travel outside Houston Metropolitan area No

Company Profile :

Since its founding in 1919, Houston Methodist Hospital has earned worldwide recognition. Houston Methodist Hospital is affiliated with the Weill Medical College of Cornell University and New York-Presbyterian Hospital, one of the nation's leading centers for medical education and research. In 2020, U.S. News & World Report named Houston Methodist Hospital to its top ranked Honor Roll for the fourth time and second consecutive year. 2020 also marked the ninth year in a row Houston Methodist Hospital has been named the No. 1 hospital in Texas. Houston Methodist Hospital directs millions of research dollars into patient care and offers the latest innovations in medical, surgical and diagnostic techniques. With 952 operating beds, 85 operating rooms and over 8,000 employees, Houston Methodist offers complete care for patients from around the world.

The same high-quality care for which Houston Methodist is known is available at several Emergency Care Centers in Houston and the surrounding areas. These Emergency Care Centers house exam rooms, full digital radiography suite, low radiation dose 16-slice CT scan, ultrasound and a full on-site stat chemistry lab.