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Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,200+ team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The Communications Operator reports to the Manager, Communications Center and serves as a critical first point of contact for patients, families, visitors, physicians, team members, and external callers. This position is responsible for operating the hospital’s communications systems, including multiline telephone, paging, overhead announcement, and emergency notification platforms, to ensure calls and messages are routed accurately, efficiently, and professionally. The Communications Operator supports timely activation of hospital emergency codes and critical response protocols while maintaining confidentiality, sound judgment, and strict compliance with hospital policies, privacy standards, and HIPAA requirements.

Essential Position Responsibilities

• Operate the hospital’s communications systems, including multiline telephone, call routing, paging, and emergency notification platforms, to manage incoming, outgoing, and interoffice communications promptly and accurately in a high-volume healthcare environment.
• Provide directory assistance and maintain updated contact lists for hospital staff and departments.
• Activate and support hospital emergency communication protocols, including safety codes, call team notifications, overhead announcements, documentation, and timely dissemination of information to appropriate personnel in accordance with established procedures.
• Adhere to strict guidelines related to the security and integrity of patient and organizational data to ensure the release of information is consistent with all privacy policies and within HIPAA guidelines.
• Assist with paging and overhead announcements as required.
• Maintain accurate logs of calls, messages, and emergency notifications.
• Demonstrate exceptional customer service, clear communication, professionalism, and courtesy in every interaction, including the use of appropriate de-escalation techniques when responding to callers, patients, visitors, physicians, and team members.
• Assist with providing coverage on any shift, as needed to staff a 24/7 department.

Additional Responsibilities

• Support disaster recovery and emergency communication procedures.
• Assist in orienting and training new Communications Operators on communication systems, customer service expectations, emergency code protocols, and hospital procedures, as needed.
• Participate in periodic audits of contact directories and emergency procedures.
• Maintain knowledge of hospital departments, services, and key personnel for efficient call handling.

Qualifications

Education

• Required: High school diploma or equivalent.
• Preferred: Additional coursework or certification in telecommunications or customer service.

Experience

• 1–2 years of experience in a communications center, switchboard, call center, or customer service environment, preferably in healthcare.
• Familiarity with multiline phone systems and paging equipment.

Knowledge & Skills

• Strong verbal communication and customer service skills.
• Ability to remain calm and professional during emergencies.
• Basic computer skills and experience with call management software.
• Knowledge of hospital emergency codes and procedures (preferred).

Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.