Communication Services Telecommunication Operator

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We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Communication Services Telecommunication Operator

Location

Weston

Facility

Florida Weston Hospital

Department

Appointment Center-Clinical and Operational Improvement

Job Code

B0414F

Shift

Day/Evening/Night/Weekend

Schedule

7:00am-4:00pm/11:00am-8:00pm

Job Summary

Job Details

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale metro area and Florida. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.        

Our goal of delivering exceptional services and care goes far beyond the clinical setting. We also have a responsibility to keep our patients, visitors,   caregivers,   and staff safe and secure. As a Communication Services Telecommunication Operator,   you’ll   play an essential role in this mission   by providing quick and   accurate   proce ssing of   all telecommunications needs . You will answer all incoming phone calls on a multi-function phone system, responding to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb threats, and other crisis calls.   In this role, you will be able to enhance your customer service and communication skills while being a part of a growing healthcare organization.  

A caregiver in this position works  7:00AM - 4:00PM . The Call Center   operates   Monday-Friday, 24/7, and 5:30AM – 9:00PM on weekends. Availability to work 1-2 weekend days and potentially   one  weekday is   required .  

This caregiver must live within a commutable distance to Weston Hospital to attend on-site training, meetings and support emergencies, as needed.

A caregiver who excels in this role will:   

• Receive,   record   and respond to all phone calls, emergency   calls   and oxygen alarms.  

• Answer all incoming phone calls on a multi-function phone system.  

• Respond to general inquiries and calls for emergency requests, suspicious persons, medical emergencies, suicides, bomb   threats   and other crisis calls.  

• Process calls according to   given   situation.  

• Determine   priority and protocol and dispatch security personnel accordingly.   

• Operate Nortel console.  

• Receive and screen all incoming and outgoing calls to   determine   proper routing and provide system usage information and   assistance .  

• Answer all calls   identifying   facility and operator's name with   appropriate greeting .  

• Place and record all outgoing local, long distance and international calls for physicians and other clinic personnel.  

• Operate page console and associated equipment.  

• Provide in-house,   long-range   and paging services for clinic caregivers and outside callers.  

• Notify proper personnel during traumas and medical emergencies.  

• Assist   clinic personnel in contacting on-call physicians and staff physicians.   

• Provide outside callers with medical   assistance   by   directing to   appropriate service .  

• Perform answering service duties for physicians and special services, take and deliver messages for staff physicians, residents and other clinic personnel upon request, and answer and contact proper personnel as   required .  

• Handle emergency calls on the emergency phone line   designated   for   same-medical   emergencies.  

• Activate emergency code pagers and make necessary phone calls to responding personnel.  

• Assist   as back up for the security emergency line and respond after two rings if not answered.  

• Process and distribute the on-call schedule on a weekly and   timely   basis.  

• Consistently process all patient information according to HIPAA policy and procedures adhering to   patient's   rights and confidentiality.  

Minimum qualifications for the ideal future caregiver include:   

• Knowledge of the Nortel console and pate equipment   

• Knowledge of placing local, long distance and overseas calls, directory   information   and oral paging   

• Demonstrated knowledge of CRT/PC operation  

• Knowledge of fax machines   

• Clear, concise speaking voice   

• Computer, oral and written c ommunication, customer   service   and interpersonal skills   

Preferred qualifications for the ideal future caregiver include:   

• High School Diploma or GED   

• Experience in a medical/hospital environment or call center  

• One year of Switchboard experience  

• Experience with the Nortel phone system   

Physical Requirements:

• Ability to perform work in a stationary position for extended periods

• Ability to operate a computer and other office equipment

• Ability to communicate and exchange accurate information

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures. 

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster . 

Cleveland Clinic is pleased to be an equal employment opportunity employer.