Jefferson Health Telephone Operator The Telephone Operator serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a "voice with a smile". The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.
Schedule:
Monday - Friday (8:30 am - 5 pm)
Rotating weekend/holidays (3 pm - 11 pm)
Essential Functions:
Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
Promptly answers incoming calls and asks appropriate questions to properly direct the call
Assist callers by providing needed information and/or transferring to the appropriate person or department.
Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
Communicates effectively with patients, physicians and other departments regarding delays
Practices de-escalation and service recovery methods
Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
Brings forth any compliance or ethics issues and recommendations for operational improvement
Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
Initiate all stat and emergency calls following the departments policy and procedure for handling emergent. Notify appropriate personnel, activate group pagers, ANNOUNCE OVERHEARD WHEN REQUIRED, follow up with telephone call to ensure all staff has arrived.
Minimum Education and Experience: Requirements:
Education: High school diploma or equivalent required.
Experience:
No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.
Preferred:
1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.
Jefferson Health Northeast
10800 Knights Road, Philadelphia, Pennsylvania, United States of America
