Telecommunications Operator

: Job Summary Often the first person to greet and guide patients and their family members into Corewell Health, the operator performs the duties of answering and directing incoming telephone calls to promote a patient and family centered approach to health care delivery in alignment with the organization's mission and values, under general supervision in a centralized telecommunications system with global responsibilities for answering a high volume of calls for all Corewell Health East acute facilities. According to established procedures, the operator also provides patient information in a HIPAA compliant manner, operates the paging service for clinicians and other hospital staff, performs overhead announcements and pages various code situations, documenting when appropriate. The operator performs other duties as assigned. Essential Functions

• Promptly processes high volume incoming and internal calls, transferring or conferencing the caller appropriately.
• Provides patient and employee information, while maintaining appropriate confidentiality.
• Using multiple communication applications (including, but not limited to American Messaging, SPOK, Everbridge, overhead paging and appropriate information services), connects or pages clinicians and hospital personnel; maintains a competency and fluency with all systems and related upgrades.
• Under direction of senior operators or supervisors, initiates communication processes for all appropriate codes (emergency, medical and communication) and performs overhead pages, as indicated.
• In a manner that supports Patient and Family Centered Care, provides information about promotions or services, performs a warm hand off, when requested; offers wayfinding assistance including driving directions, parking instructions, and building/department locations. Displays depth of knowledge in Corewell Health East providers, locations and services.
• Provides accurate documentation, as appropriate, including reporting in switchboard databases, changing or updating contact information or on-call coverage.
• Performs various clerical duties, as assigned.
• Follows all downtime and daily departmental processes and procedures at the direction of the senior operator and/or supervisor.

Qualifications

• Required High School Diploma or equivalent

• 6 months of relevant experience 3-6 months on a multi-line telephone system. Required
• Experience with communication technology Required

Physical Demands

• Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 25 lbs
• Waist to Waist > 5 lbs: Seldom up to 25 lbs
• Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
• Waist to Overhead > 5 lbs: Seldom up to 5 lbs
• Bilateral Carry > 5 lbs: Seldom up to 25 lbs
• Unilateral Carry > 5 lbs: Seldom up to 10 lbs
• Pushing Force > 5 lbs: Seldom up to 20 lbs
• Pulling Force > 5 lbs: Seldom up to 15 lbs
• Sitting: Occasionally
• Standing: Occasionally
• Walking: Occasionally
• Forward Bend - Standing: Seldom
• Forward Bend - Sitting: Seldom
• Trunk Rotation - Standing: Seldom
• Trunk Rotation - Sitting: Seldom
• Squat: Seldom
• Stair Climbing: Seldom
• Crawling / Kneeling: Seldom
• Reach - Above Shoulder: Seldom
• Reach - at Shoulder or Below: Seldom
• Handling: Occasionally
• Forceful Grip > 5 lbs: Seldom
• Forceful Pinch > 2 lbs: Seldom
• Finger/Hand Dexterity: Frequently
• Visual Acuity ¹ [None = No; Seldom = Yes]: Seldom
• Color Vision (Ishihara) Test [None = No; Seldom = Yes]: Seldom

Primary Location

SITE - Beaumont Service Center - 26901 Beaumont Blvd

Department Name

Patient Access Service Center - Switchboard

Employment Type

Part time

Shift

Evening (United States of America)

Weekly Scheduled Hours

4

Hours of Work

3 p.m. to 11:30 p.m.

Days Worked

Variable

Weekend Frequency

Variable weekends

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.