Telecommunications Operator (PRN)

General Summary of Position
The Telecommunications Operator provides courteous and efficient communications to all MedStar National Rehabilitation (MNRN) stakeholders and maintains an orderly flow of communications while responding accordingly to internal communication during the event of an emergency or crisis. The incumbent in this role ensures that incoming calls are being routed to the proper contacts while maintaining utmost professionalism and courtesy at all times.

This position is PRN (as needed) for weekends and PRN positions are generally not eligible for benefits.

Primary Duties and Responsibilities

• Answers all incoming calls to the facility with courtesy and efficiency.
• Provides courteous and efficient communication within the hospital and information about the Network to the customer.
• Takes ownership of a complaint and facilitates immediate service recovery.
• Relays incoming outgoing and interoffice telephone calls in a timely professional manner.
• Maintains an orderly flow of internal communications within the hospital and meets any crisis which may arise.
• Takes messages and relays them when necessary.
• Responsible for recording and reporting communication system malfunctions to the director or appropriate vendor in the absence of the director to ensure timely repair.
• Responds to alarms located in the service area.
• Knows staff/personnel functions to be able to direct callers in a prompt knowledgeable and effective manner.

Minimal Qualifications
Education

• High School Diploma or GED required
• Some college/vocational education preferred

Experience

• 1-2 years Telecommunications experience in a hospital/call center environment required

Knowledge Skills and Abilities

• The incumbent in this role will be required to have excellent customer service skills in addition to excellent verbal communication skills as this individual will be the main point of contact for all stakeholders who will need to be directed to the appropriate parties.
• The incumbent will also be required to communicate effectively in writing.
• The ideal candidate will also be able to function efficiently when there are a high volume of calls and be able to multitask accordingly.