Telephone Operator

Position Overview

Responsible for answering telephones and provides Seven Oaks Hospital (SOH) receptionist functions by greeting, directing, and assisting internal and external callers, patients, families and visitors.

Makes decisions following policy as to the best way to route all inquiry calls including patient/general inquiries and emergency codes.

Monitors and announces all public address codes, including medical emergency and contingency codes.

Contacts physicians and administrative personnel via the use of the public address, internal and external paging systems; maintains daily records; and performs other related duties as assigned.

Experience

• At least one-year previous experience as a telephone operator required and a minimum of one-year direct receptionist experience in a health care setting required.

Education (Degree/Diploma/Certificate)

• Grade 12.
• Medical Terminology preferred.

Certification/Licensure/Registration

Not Applicable

Qualifications and Skills

• Keyboarding speed – minimum 40 wpm.
• Working knowledge of windows, email, word-processing and database applications required.
• Computer skills required including Microsoft Office (Word, Excel and Outlook).
• Courteous and respectful when interacting with patients, the general public and other staff.
• Superior command of English (oral and written) and superior interpersonal communication skills required.
• Ability to communicate effectively using the overhead, internal and external paging systems.
• Must have excellent customer service (communication) and telephone skills (including diction and telephone manner).
• Ability to adapt readily to emergency situations and to work independently with minimal supervision throughout multiple shifts is required.
• Flexibility and independence in assessing situations and making effective decisions.

Physical Requirements

• General office surroundings in a busy, interactive seven-days-a week service environment.
• Considerable amount of sitting.
• Frequent contact with patients, families and the general public.
• Ability to work in and cope with stressful situations.