Senior Telephone Operator

Overview

Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call in order to refer and/or respond appropriately

Responsibilities

Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.

Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.

Promptly and courteously answers questions from external users and provides general information.

Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.

Demonstrates proficient computer and telephone/paging skills.

Demonstrates exceptional customer service skills.

Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.

Updates and maintains contact lists, including changes to provider on-call sheets.

Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.

Proficient in multiple mass communication notification tools.

Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.

Performs other duties as required or assigned.

Qualifications

• High School Diploma or Equivalent
• Two (2) years working in a telephone-based customer service role utilizing a switchboard/multiline phone, minimum of one (1) year must be in a hospital or medical facility, preferably a Dartmouth Health Member site, required.
• Must be able to use computer/phone for extended periods of time.
• Demonstrated ability to use multiple software programs and equipment in a fast paced environment while assisting others.
• Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Complying with D-H policies and standards for all actions related to their role

Required Licensure/Certifications

• None