Telecommunications Operator

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Location: Burlington, MA
Job ID: 155588-1A
Date Posted: Jul 15, 2019

Job Description

Welcome To

 

Lahey Hospital & Medical Center  is part of a vibrant and growing health care system, recognized as a trailblazer in medicine and a standard bearer in patient experience. It includes an award-winning academic medical center, a superb constellation of community hospitals, home care services, rehabilitation facilities and more.

We are committed to attracting, developing and retaining top talent in a market long recognized and revered as a global leader in health. With a team approach to care, we encourage learning and growth at all levels, and we offer competitive salaries and benefits. We adhere to the principles of a just and fair work environment for all colleagues, where respect is foundational and performance is rewarded.

About the Job

About the Job

Position Summary:  Under the direction of the Telecommunication’s Manager, provides 24/7, 365 day service operating switchboard, paging console, patient information and monitors and responds to all codes, trauma and hospital wide alarm activity.  

Essential Duties & Responsibilities including but not limited to:

  1. Receives and processes 3500 – 4500 calls daily for Lahey Burlington and Lahey Peabody.  In addition supports internal calls from hospital staff for paging and directory assistance.  

  • Operates AMCOM paging software system.  Incorporates paging, message retrieval, physician registry, and overhead paging.  Processes approx. 2000 pages per day.

  • Initiates/oversees after hours on call schedule for Lahey Burlington, Lahey Peabody and certain CGP locations for patient and staff calls.  Maintains sleep room schedules for medical staff and will locate staff as necessary.  Accountable for calling OR and Recovery room nurses when emergency surgical cases are required.

  • Monitors/Responds to all Lahey Burlington activated codes and alarms including:  Trauma, Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medial Gas, Radiation, Blood Bank, Hylon and Burglar and Hold-Up.  Is responsible for notifying essential personnel, security and 911 Emergency services.  Performs daily tests of Trauma and Met pagers and documents response results.  

  • Accountable for handling all In-Patient Information calls.  Updates patient register as necessary for accuracy.  Controls patient room’s telephone on/off activity.  Responsible for restricting/unrestricting hospital telephones as necessary. 

  • Responsible for distribution of new/spare/long range pagers, patient room telephones, TTY (Hearing Impaired) equipment, batteries, hospital directories and conference room speakerphones.  Provides assistance to in house staff requiring international calling and faxing. 

  • Institutes emergency back up procedures in event of systems failure to paging or telephone systems.  

  • Applies effective listening skills and courtesy when interacting with physicians, patients, patient family members’, visitors, medial staff and all other hospital personnel.  Diffuses irate patient calls when necessary. 

  • Demonstrates flexibility and team support to cover alternate shifts and holiday schedules as required.  

  • Understands Telecom Department as an “essential” department to the hospital and is required to report to work during inclement weather conditions, etc.

  • Performs all other duties as assigned.   

  • Incorporates Lahey Hospital and Medical Center Guiding Principles , Mission Statement and Goals  into daily activities. 

  • Complies with all Lahey Hospital and Medical Center Policies.

  • Complies with behavioral expectations of the department and Lahey Hospital and Medical Center

  • Maintains courteous and effective interactions with colleagues and patients.

  • Demonstrates an understanding of the job description, performance expectations, and competency assessment.

  • Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.

  • Participates in departmental and/or interdepartmental quality improvement activities.

  • Participates in and successfully completes Mandatory Education.

  • Performs all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:  

Education:  High School Diploma or equivalent education and experience.

Licensure, Certification, Registration:  

Skills, Knowledge & Abilities:     In the absence of any of these skills, demonstrates the ability to be thoroughly trained to meet organizational standards.

Experience:     

Previous telephone/switchboard or ACD experience preferred.  

Medical terminology or basic understanding

Strong Customer Service Skills

Shift

24/days

About Us

The Lahey Model of Care—right care, right time, right place—is exactly what patients, providers and payers need and deserve. Identifying and delivering on this convergence of interests has positioned Lahey Health for further growth. Our model ensures care is highly coordinated and locally delivered, with lower costs and exceptional quality.

Lahey Health is a robust, regional system including a teaching hospital, community hospitals, primary care providers, specialists, behavioral and home health services, skilled nursing and rehabilitation facilities, and senior care resources throughout northeastern Massachusetts and southern New Hampshire. The system has a global presence with programs in Canada, Jordan and Bermuda.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.