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I. Position Function:
Under the direction of the Lead Operator, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems.
Performs telecommunications functions without requiring constant supervision.
II. Job Relationships:
Reports to Lead Operator and to the Director of Telecommunications
Must be able to effectively communication with all medical center personnel and the general public in a professional manner.
III. Authority:
Refer to Job Responsibilities.
IV. A. Responsibilities/Essential Functions:
1.) "Provides superior customer service to internal and external clients, customers,
and patients as referenced in the Service Excellence Standards."
Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input).
Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor " Wandering System," Issue beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
Record and report telephone related problems to the Lead Technician.
Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
Capable completion of and utilization of numerous on-call schedules.
Process calls regarding "Interpreter Services" following established procedures.
Respond to and process TDD calls.
Act as Security Dispatch and Patient Information during off-hours.
Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.
Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.
Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner.
Anticipate customer needs and be flexible in responding to them.
Monitor all alarms and respond/report according to Medical Center procedures.
B. Responsibilities/Non-Essential Functions:
Performs related duties as needed and assists occasionally in special projects as requested.
V. Reporting Requirements:
Reports immediately to the lead operator any deviation of normal operation.
Reports immediately to the lead operator of any unusual occurrences related to patients, staff, general public or self.
Reports all incidents and/or breaches of procedures to the Lead Operator.
VI. Accountability:
Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.
Is accountable for abiding by all relevant medical center policies and procedures.
Is accountable for accurately recording/reporting all technical information relative to codes, etc.
Is accountable for observing all policies and procedures of the department and the medical center.
VII. Qualifications:
Minimum Education:
- High school, or equivalent.
Minimum Experience:
- One year experience in a business or medical related field with heavy telephone usage.
- Ideally will have performed telephone operator or call director duties.
- Customer service experience a must.
Minimum skills/abilities:
- Excellent interpersonal and communications skills.
- Ability to speak clearly and precisely.
- Excellent grammar.
- Flexibility in a fast paced hectic environment.
- Patience under pressure.
- Kindness and sensitivity to all the people we serve.
Equal Opportunity Employer/Disabled/Veterans
What We Do
Boston Medical Center, located in Boston’s historic South End, is a private, not-for-profit, 567-bed, academic medical center and the primary teaching affiliate for Boston University School of Medicine.
Recognized for its high-quality, nationally ranked and comprehensive medical care for the entire family, patients have access to the most current treatment and advancements at BMC. BMC physicians lead the way in pioneering new therapies that impact the care of patients locally and worldwide.
In 2013, BMC made the decision to invest in a four-year campus redesign that includes additions to buildings, upgrades to existing structures, and an expansion of the Emergency Department. Once completed, the redesign will provide clinical workspaces with state-of-the-art facilities and equipment to solve BMC's most pressing care delivery needs.
Already complete, the hospital’s Shapiro Center is Boston’s newest outpatient care facility and features a quarter-million square feet of clinic space, key support services, one of the region’s most technologically advanced pharmacies, and a bright, spacious café. Housed in a facility that provides world-class, patient-centered care at every visit, BMC doctors are among the best in their field. Many are recognized annually as “Top Doctors” in their medical and surgical specialties by publications such as U.S. News & World Report and Boston magazine.
Boston Medical Center is also the largest safety net hospital in New England and extends into the community as a founding partner of Boston HealthNet, a network of 15 community health centers throughout Boston serving more than a quarter million people annually.
No matter whom you meet at BMC, all are committed to providing every patient and family member with the highest quality of care, respect, warmth and compassion.
