Telecom Operator - #1409284

Overview

Operates switchboard and telecommunications systems to page and relay incoming, outgoing, and interoffice calls by performing the following duties and other duties as assigned. Partner may be required to work alternate shifts and weekends.

Responsibilities

Essential Duties and Responsibilities

• Greets customers, provide basic facility and location information, answer and transfer incoming calls promptly and courteously in order of priority.
• Monitors all gas alarms, blood bank temperature, LifeLine alarms, fridge/freezer alarms, door/elevator alarms, security cameras, and emergency codes as required by facility.
• Announces and pages emergency codes accurately and with expediency.
• Assists partners with the use of the Language Line and clean Language Line phones after each use.
• Replace patient phones and staff pagers as needed.
• Pages or calls the assigned on-call Mercyhealth employees and answering service physicians based on the information in the individual profile instructions. May vary by location.
• Receives, enters, and accurately relays all messages, changes in on-call coverage, and page blocks as required. Enters and maintains crucial on-call information in an accurate and timely fashion utilizing appropriate documentation and communication with co-workers. May vary by location.
• Makes changes in LifeLine program in regards to subscriber and responder information. May vary by location.
• Update/maintain all information lists and databases.
• Create department schedules as needed.
• Assist Supervisor/Lead with invoice processing, payments, and reports as needed.
• Check function of Language Line phones and reprogram as needed.
• Assist Supervisor in ordering, programming, and troubleshooting pagers and Spok Mobile.
• Set up new users with the IRM and Spok Mobile paging systems as needed.
  
  
  

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education And Experience

Graduate of high school or equivalent.

One year of customer service experience required. One year of experience as an operator of similar equipment required. Proven level of proficiency and performance of operational and customer service.

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.

While performing the duties of this job, the partner must have good manual dexterity to operate a keyboard and telephone; repetitive finger/wrist movement associate with use of keyboard; able to talk and hear; prolonged sitting. The partner must frequently sit; use hands to handle, finger to feel; reach; talk and hear. The partner must occasionally stand and walk; and stoop. The partner must exert up to two pounds of force occasionally. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include frequent close vision and color vision. Occasional distance vision, peripheral vision, depth perception and ability to adjust focus.

Level of Supervision

Work is performed according to specific procedures and methods, but the incumbent must make minor decisions in order to adapt and appropriately respond to routine situations.

Culture of Excellence Behavior Expectations Benefits

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to:

• Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.
• Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.
• Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.
• Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.
• Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.
• Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.