The Communications Operator will provide communication services throughout the Children's National Health System, utilizing a computerized telephone and paging system. Demonstrate excellent customer focus and dedication to meet the expectations and requirements of internal and external customers. Perform administrative duties as assigned. This position requires variable hours and shifts. Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
1 year Customer service experience (Required)
1 year Call center experience (Preferred)
Required Skills/Knowledge
Cognitive and conversational skills necessary to gather and interpret information or problems in a high-volume call center.
Excellent phone, customer service, listening, interpersonal relationship building, and communication skills.
Strong knowledge of office protocol and telephone etiquette
High energy, action orients, professional, enthusiastic, and positive behavior
Ability to read and comprehend detailed instructions.
Excellent computer and data entry skills, including knowledge of WORD, Excel, and PowerPoint
Typing speed of 40 words per minute
Ability to spell and pronounce basic words, names and basic medical terminology.
Work required the ability to exchange information and/or relay messages to appropriate personnel.
This type of interaction requires courtesy and tact when dealing with patients, visitors and or hospital employees.
Ability to maintain confidentiality of sensitive information.
Availability to work a rotating schedule for weekends and all shifts
Bi-lingual: English and Spanish Preferred
Functional Accountabilities
Customer Service
* Provide communication services for the hospital population using a computerized telephone and radio paging system; answer inquiries by clarifying desired information: researching, locating, and providing information.
* Demonstrate effective verbal and written communication, as well as reading and comprehension skills.
* Answer telephones in a timely manner, eliminate wait times and dropped calls.
* Establish and maintain effective relationships with team members and client base.
* Provide assistance to walk-in visitors.
* Strong coaching abilities
Accountability
* Ensure customer needs are met; enhance organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value; rapidly escalate issues impacting customer service and productivity, and engage in the department LEAN performance improvement activities.
* Operate and maintain the Xtend Computerized Phone System; ensure accuracy of department information (i.e. update directories, on-call schedule, etc).
* Maintain knowledge of personnel, departments, and schedules of on-call staff; stay up to date with organizational news and information.
* Review and respond to calls, emails, and fax requests; other support duties as needed
* Maintain records of all actions taken and update reference files; maintain a log of issues and appropriately hand off to incoming staff.
* Maintain awareness and mindfulness of break and shift change impact on call center operations.
Emergency Response
* Maintain knowledge of Communications Operator emergency response protocols.
* Facilitate emergency response for all emergency situations in the health system, monitor department alarm systems; rapidly notify appropriate personnel in the case of an emergency .
* Maintain and record all actions taken.
Training
* Successfully completes all required departmental and organizational trainings.
Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
* Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication
* Demonstrate collaborative and respectful behavior
* Partner with all team members to achieve goals
* Receptive to others' ideas and opinions
Performance Improvement/Problem-solving
* Contribute to a positive work environment
* Demonstrate flexibility and willingness to change
* Identify opportunities to improve clinical and administrative processes
* Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility
* Use resources efficiently
* Search for less costly ways of doing things
Safety
* Speak up when team members appear to exhibit unsafe behavior or performance
* Continuously validate and verify information needed for decision making or documentation
* Stop in the face of uncertainty and takes time to resolve the situation
* Demonstrate accurate, clear and timely verbal and written communication
* Actively promote safety for patients, families, visitors and co-workers
* Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Associated topics: answer, call, client, customer order, phone call, representative, service call, service representative, telephone, telephone activation specialist