Summary of Primary Function/General Purpose of Position

The Telecommunications Operator expedites telephone, radio, pager and public address communications throughout the Hospital, including emergency announcements and notifications in accordance with the Emergency Preparedness Manual.  Responsibilities include contacting on-call teams; administrative, medical personnel, surgery, anesthesia, cardiac, emergency/disaster, etc.

Essential Job Functions

• Functions as a full time Operator; responds, prioritizes and navigates all internal and external calls in a prompt courteous manner including patient information and transferring to patient rooms.  Coordinates language and sign language interpretation requests by callers.  Must possess ability to trouble shoot and resolve caller problems and specific requests in a timely manner.  Maintains pagers, (site specific).  Utilizes paging system, two way radio and portable phones as needed.  When requested, contacts On Call Teams/Personnel and documents according to site specific protocol.  Monitors and responds appropriately to alarms, i.e. Security/Panic, Maintenance, Elevator, Weather Radio, Responder 5 and Emergency phone line notifications.  Responds accordingly to Emergency codes and site specific policies.  Records all shift occurrences and fulfills documentation requirements per site policies/protocol.  May also organize and update the hospital directory; track employee pager assignments; assist managers in ordering departmental language phones; order all office supplies; attend hospital staff meetings as needed
• Coordinates calls for "On call Teams"  Documents calls including name and time of call, tracks and follows outcome of each request.  Notifies appropriate personnel of response status.
• Monitors and responds to alarm, security systems.  Identifies alert situation, emergency/disaster codes, medical gases, severe weather, elevator malfunction, and security systems; notifies appropriate response personnel.  Documents type of alert and call/response details.
• Determines need for outside operator assistance and connects all callers as appropriate.  Responds to, prioritizes and dispatches all calls forwarded from the information desk during its non-staffed hours.  Coordinates all language line requests; documenting calls including location and time of call.  Connects callers with language line personnel.
• Requirements:
• High School diploma or equivalent
• Prior telecommunications, medical terminology, hospital medical office experience preferred

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com