Telecommunicator - Healthcare

Job Title: Telecommunications Attendant I

Location: Stanford, CA  94305 - Onsite

Duration: 3 Months

Schedule:

Shift timings and schedule will be decided or pre informed?

3 to 6 weeks will be training M-F 5 am to 5 pm,

After training - Shift will be fixed between 5 am to 11.30 PM and they will be notified prior to work.

Summary:

• Under general supervision, Telecommunications Attendants act as the primary point of public contact to answer, process, page and direct calls serving the faculty, staff and students of the University, Medical Center and SLAC. This includes handling the critical calls associated with the Medical Center and Lucile Packard Children's Hospital.
• Telecommunications Attendants report directly to the Supervisor of the Operator Services Unit (OSU) and work under the daily routine direction of the shift Lead.
• Attendants work independently as well as share group responsibilities with other employees as needed.

Job Duties:

• Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient or student; establish conference calls.
• Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.
• Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other pertinent reference documents, electronic and hard copy.
• Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies).
• Provide off-hours coverage and support for Stanford entities.
• Utilize call center and collaboration applications and systems to ensure first call resolutions.
• Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.
• Participate in process and performance improvement efforts: This includes regularly acting as a mentor to co-workers in the effort to improve call handling and customer services skills, assisting with training of co-workers, and reviewing, updating, and suggesting improvements to processes and process documentation.
• Adhere to safety rules.

Requirements:

• Experience working in a customer service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a university or medical center setting.
• Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing and spelling skills.
• Ability to interface effectively with high-level professionals, managers, supervisors, and other clients.
• Ability to exercise tact and diplomacy under pressure.
• Ability to operate all telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40-50 words per minute).
• Hands-on experience with MAC or DOS systems and console operations.
• Familiarity with automated paging systems.
• Ability to work in a team environment and effectively contribute as a member of a team.
• Have a thorough knowledge of Stanford (University, Medical Center, SLAC), of dispatch procedures and routines, and a knowledge of medical terminology and disciplines.