Telecom Operator PRN (Days)
Company: Houston Methodist
Location: Baytown
Posted on: March 16, 2023
Job Description:
JOB SUMMARY 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. Assists patient,
physicians and staff with general information. Monitors all
hospital alarm systems and serves as a vital link in the
communication process during emergencies. Handles emergency calls
requiring a high degree of reliability, accuracy, flexibility,
critical thinking skills in stressful situations. Strives to make
the physical, emotional and spiritual needs of those served top
priority. Effectively communicates in a manner consistent with a
customer service focus. PATIENT AGE GROUP(S) AND POPULATION(S)
SERVED
Refer to departmental "Scope of Service" and "Provision of Care"
plans, as applicable, for description of primary age groups and
populations served by this job for the respective HM entity.
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.
- Focuses on patient/customer safety
- 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 rounds with patients/customers to ensure their
needs are being met
- Involves patients (customers) in shift/handoff reports
byenabling their participation in their plan of care as applicable
to the given job
- Displays cultural humility, diversity, equity and inclusion
principles
- Actively supports the organization vision, fulfills the mission
and abides by the I CARE values PRIMARY JOB RESPONSIBILITIES Job
responsibilities labeled EF capture those duties that are essential
functions of the job. PEOPLE - 25%
- Communicates pertinent information to co-workers to ensure
proper handling and processing of calls when away from operator
position. (EF)
- Responds positively and professionally to all calls and
requests for information and assistance from patients, family
members, physicians and others. (EF)
- 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. (EF)
SERVICE - 30%
- Responds to incoming calls in a timely manner and directs
caller to appropriate destination providing a smooth, clear and
professionally courteous communication practice. (EF)
- Responds quickly and accurately to disaster and emergency
situations according to department protocol. (EF)
- Announces emergencies through the overhead paging systems and
facilitates communication during emergencies and disaster plans as
appropriate. QUALITY/SAFETY - 20%
- Effectively utilizes telecommunications hardware and software
including problem or failure diagnosis techniques. (EF)
- Stays up to date on organizational changes including policies
and important initiatives. (EF)
- Meets department metrics (abandonment rates,
productivity/activities per hour, etc). (EF) FINANCE - 10%
- Utilizes department resources wisely and efficiently. Informs
management when normal wear requires replacement. (EF)
- Organizes time effectively, minimizing incidental overtime and
sets priorities. Utilizes time effectively between heavy workloads
efficiently and helps other team members (EF) GROWTH/INNOVATION -
15%
- 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. (EF) This job description is not intended to be all
inclusive; the employee will also perform other reasonably related
business/job duties as assigned. Houston Methodist reserves the
right to revise job duties and responsibilities as the need arises.
EDUCATION REQUIREMENTS o High School diploma or equivalent
education (examples include: GED, verification of homeschool
equivalency, partial or full completion of post-secondary
education, etc.) EXPERIENCE REQUIREMENTS o One year customer
service experience o Dispatching experience preferred o Healthcare
experience preferred CERTIFICATIONS, LICENSES AND REGISTRATIONS
REQUIRED o Not applicable KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
o Demonstrates the skills and competencies necessary to safely
perform the assigned job, determined through on-going skills,
competency assessments, and performance evaluations o Sufficient
proficiency in speaking, reading, and writing the English language
necessary to perform the essential functions of this job,
especially with regard to activities impacting patient or employee
safety or security o Ability to effectively communicate with
patients, physicians, family members and co-workers in a manner
consistent with a customer service focus and application of
positive language principles o Ability to understand
telecommunications equipment and services including call
processing, paging and audio monitoring systems o Knowledge of
personal computer functions and Windows-based software o Ability to
understand and resolve problems and defuse situations with empathy
and compassion o Excellent telephone customer service and
professional interpersonal skills SUPPLEMENTAL REQUIREMENTS Work
Attire Yes/No Uniform No Scrubs No Business professional Yes Other
(dept approved) No On-Call* No (for Non-Exempt or Exempt jobs)
*Note that employees may be required to be on-call during
emergencies (ie. Disaster, Severe Weather Event, etc) regardless of
selection above. Travel** May require travel within No Houston
Metropolitan area May require travel outside No of Houston
Metropolitan area **Travel specifications may vary by department.
Please note any other special considerations to this job:
__________________________ Houston Methodist Baytown Hospital,
located 35 miles east of Houston, is the area's only full-service
hospital offering specialized medical care for patients at every
stage in life. This 230-licensed bed hospital with 15 operating
rooms and over 1,700 employees, brings Medical Center excellence
and quality care close to East Harris and surrounding
counties.
Keywords: Houston Methodist, Baytown , Telecom Operator PRN (Days), Other , Baytown, Texas
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