Telecom Operator in Chicago, Illinois

Job Title:

Telecom Operator

Department:

RUMG PRIMARY CARE CALL CENTER

Shift:

3rd

Full/Part:

Active Regular FT (72 to 80 hours per pay period)

Specialty:

Call Center

Job Number:

2023-2541

Job Description:

Rush University Medical Center

Telecom Operator

Monday – Friday w/rotating shifts

3rd Shift

Position Highlights:

The Telecom Operator is responsible for internal and external calls to Rush University Medical Center and Rush Oak Park Medical Center 24 hours a day, 7 days a week, while providing the needed information/service or routes the caller to the appropriate location. The Operator also handles all Emergency Page and Code functions for both Medical Centers. The Operator responds to user complaints to resolve problems associated with the institution’s telecommunications systems, along with diagnosing problem through discussions with users and coordinates internal telecommunications support to resolve problems. Responds to user complaints to resolve problems associated with the institution’s telecommunications systems. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Position Responsibilities:

• Handles calls received on the institution’s main telephone number, determines which department or individual would be best suited to handle the caller’s needs, and routes the caller to that department or individual.

• Handles emergency calls and code pages received from within the institution and notifies the appropriate parties according to established procedures.

• Handles internal calls for assistance, determines the caller’s needs, and provides the needed information / service or routes the caller to the appropriate department or individual.

• Handles internal paging for Rush providers.

• With view access to EPIC, the operator will assist caller and verify paging information for the provider.

• Know the functions of the various departments to ensure that callers are routed to the appropriate location.

• As the first point of contact for most external and internal parties calling the institution ensures that the caller is treated politely and with utmost respect.

• Provides meet-me paging services as required.

• Handles emergency calls and code pages received from within the institution and notifies the appropriate parties according to established procedures.

• Answers repair calls received from end users and gathers information to assist in prompt repair.

• Coordinates internal support to resolve problems.

• Makes changes to the paging and Tele management system databases as appropriate while maintaining their integrity.

• Acts as a backup to the other Telecommunications positions when needed.

• Please Note: The Operator will rotate at both Rush University Medical Center and Rush Oak Park Hospital, as needed.

Position Qualifications:

• High School Diploma or GED.

• One-year work related experience operating PBX telephone system attendant consoles or other help desk related position.

• Excellent verbal communications skills.

• Basic analytical ability.

• Good working knowledge of how to operate a PC.

• Ability to handle emergency and emotionally charged callers.

• Excellent diction and strong customer focus.

• Must work able to work weekends and holidays.

Company Highlights:

• Ranked among the top academic medical centers in the country, Rush University Medical Center is an outstanding place to enhance your career. Everything we do centers on one goal: improving patient care.

• Leading academic medical center, acute care hospital w/ 664 licensed beds.

• Ranked among the top 20 “Best Places to Work” by Indeed.

• In U.S. News & World Report’s 2017-2018 Best Hospitals issue, Rush ranked among the top 50 hospitals in 8 of 16 categories.

• Rush University Medical Center received five stars in a quality rating system by the federal Centers for Medicare and Medicaid Services (CMS). Rush University Medical Center is the only five-star academic medical center in the Chicago area.

• Rush has been named one of the 100 Top Hospitals in the country by Truven Health Analytics three times.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.