Communications Operator

Communications Operator

Catholic Health Initiatives | Spring, TX, 77381, US
Salary Range:$20,000 – $29,000 Salary range estimated by Zippia

Posted 16 days ago

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Description

**Communications Operator**

St Luke's Health - The Woodlands CampusThe Woodlands, Texas

**Requisition ID** 2022-280194 **Employment Type** Full Time **Department** Security **Hours/Pay Period** 80 **Shift** Day **Weekly Schedule** verify in INFOR **Remote** No **Category** Administrative and Clerical

**Overview**

CHI St. Luke's Health now part of CommonSpirit Health formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health has been serving our community since 1954. We proudly provide a vast array of services that help us keep our community safe and healthy.

**JOB SUMMARY / PURPOSE**

Provide guidance, and training to the Call Center personnel in the Health System's, centralized, 24 hour / 7 day a week Call Center operation servicing Health System personnel, private practice physicians, residents, patients and the public. Assists the Supervisor with: preparing daily and weekly employee work schedules; identifies overtime requirements; inputs time and attendance; Maintains and updates departmental databases; conducts new employee orientation; initial and on-going training. Participates in employee performance reviews. Utilizes process improvement methods. Provides on-call support, responding to issues/problems and shift coverage. Effectively uses customer service skills dealing with difficult situations and people. Performs a leadership role in providing technical and operational support in system administration, application management, telecommunications and technical support, as well as assisting in the call-processing services. Monitors equipment, system maintenance and backups, on-site/on-call support, and training. Provides emergency and disaster alerting.

**Responsibilities**

ESSENTIAL KEY JOB RESPONSIBILITIES

1. Provide effective leadership and guidance to Call Center personnel. Conduct new employee orientation and training on Telecommunications hardware and software, as well as perform on-going training.

2. Provides input on employee performance appraisals.

3. Assist the Supervisor in Accurately and effectively planning, leading, organizing, and controlling work of employees assigned to the shift, leading to high productivity, quality, and responsiveness.

4. Promote, develop, sustain teamwork and cooperation; resolve personnel and organizational conflicts, seeking consensus and feedback through negotiation and communication.

5. Assist the Supervisor in directing all the activities of the Call Center personnel:a.Prepare daily and weekly employee work schedules, identifies overtime requirements, and inputs payroll time and attendance information. b.Prepare operational reports, such as: repair, pager sheets/logsc. Monitor day-to-day workload to coordinate and assign tasks to employees, considering experience and risk. Follow-up to ensure tasks are completed appropriately and timely. d.Maintain and update departmental databases for call processing and paging, locator information for physicians, management and employees, and on-call personnel. Perform a key role in updating and processing changes to the Health System Directory, assisting customers as needed. e.Provides input into training manuals and departmental policies and procedures.

6. Utilize process improvement methods to improve the effectiveness and efficiency of workflow and reporting procedures.

7. Provide on-call support, responding to physician and employee complaints/issues, operator issues/concerns, system issues, and shift coverage as needed. 8. Possess skills and ability to utilize effective customer service skills, in person and on the telephone, with all levels of management, personnel, physicians, residents, and patients to provide assistance and handle problem situations as they arise. 9. Demonstrate customer service skills and ability to process diverse requests, such as requests for information, services, and/or Repairs,

handling incoming and outgoing calls, performing emergency/disaster alerting, and issuing / exchanging pagers. Respond in a timely manner. Also, handle operator services complaints, on-call schedule complaints, and pager equipment malfunction issues.

10. Ability to work with difficult people and situations, seeking a positive outcome

11. Monitor and control telecommunications and paging system peripherals to ensure proper operation and maximum up-time to ensure that the workload is processed in a timely manner. Work closely with the paging vendor to obtain working pagers and resolve problems with pagers and paging system.

12. Demonstrate skills and ability to troubleshoot, document and escalate telephony and/or computer issues/problems to the appropriate level of support and Supervisor for effective and timely resolution. Follow-up to ensure problems are resolved in a satisfactory manner.

13. Troubleshoots and priorities online Health System Directory, broadcast voice mail, and e-mail direct requests for assistance from all levels of management, personnel, physicians, and residents experiencing problems with hardware, software and other Telecommunications related technologies.

14. Demonstrate skills and ability to operate department equipment, and perform system operational tasks including telephone Repairs, worker order request, and long

distance processing.

15. Develop and maintain knowledge and understanding of information technology including operating systems, telecommunications, and networking.

16. Demonstrate skills and ability to lead, direct, and operate departmental emergency plans including fire safety, medical emergency (code blue), disaster and severe weather.

17. Demonstrate skills and ability to operate emergency communicationsequipment including telephone and paging notification systems.

**Qualifications**

**Required Education:**

High School Diploma/GED

**Required Knowledge, Skills, & Abilities:**

Working knowledge and understanding of personal computers, Windows based software, preferably GroupWise e-mail, Microsoft Office, HBOC, on-line payroll system, on-line time and attendance system, telephone facilities management systems, Xtend, and integrated telemessaging equipment.

Must be able to work well with teams and independently, under minimal supervision and guidance.

Must have excellent leadership skills, verbal and written communication skills, customer service skills and interpersonal skills.

Must be able to effectively present information and respond to questions/inquiries for services from people at all levels of the organization from Executive Management

to front line employees.

Must have the ability to resolve problems, analyze, and interpret Health System, Departmental, and technical procedures.

Must be able to manage multiple concurrent activities and balance priorities to meet changing requirements and commitments and maintain a positive attitude.

Will be asked to serve on project teams that contribute to the improvement of morale and department performance.

Provides recommendations for improvements, as well as contributions towards implementing projects and tasks that enhance the viability of systems and services.

Preferred Qualifications:

Three **(3)** Years of experience in in a visible leadership role in a medium to large scale Call Center environment, preferably within the health care industry, with a working knowledge of call processing, paging notification systems, audio monitoring equipment, and interactive call processing software)

**Equal Opportunity**

CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to

a diverse and inclusive workforce. All qualified applicants will be considered for

employment without regard to race, color, religion, sex, sexual orientation, gender

identity, national origin, age, disability, marital status, parental status,

ancestry, veteran status, genetic information, or any other characteristic protected

by law. For more information about your EEO rights as an applicant,

pleaseclick here. (https://tbcdn.talentbrew.com/company/35300/img/v1\_0/EEOC\_KnowYourRightsEnglish.pdf)

CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).

External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA).

CommonSpirit Health™ participates in E-Verify.