Beth Israel Deaconess Medical Center
When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives.
Job Type:
Regular
Scheduled Hours:
20
Work Shift:
Night (United States of America)
Telecommunications Operator – Position Summary: Under the direction of the Telecommunication’s Manager, provides 24/7, 365-day Service operating switchboard, paging console, patient information and monitors and responds to all codes, trauma and hospital wide alarm activity.
Job Description:
Essential Duties & Responsibilities including but not limited to:
1. Receives and processes 3500 – 4500 calls daily for Lahey Burlington and Lahey Peabody. In
addition supports internal calls from hospital staff for paging and directory assistance.
2. Operates AMCOM paging software system. Incorporates paging, message retrieval, physician
registry, and overhead paging. Processes approx. 2000 pages per day.
3. Initiates/oversees after hours on call schedule for Lahey Burlington, Lahey Peabody and certain
CGP locations for patient and staff calls. Maintains sleep room schedules for medical staff and
will locate staff as necessary. Accountable for calling OR and Recovery room nurses when
emergency surgical cases are required.
4. Monitors/Responds to all Lahey Burlington activated codes and alarms including: Trauma,
Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medial Gas,
Radiation, Blood Bank, Hylon and Burglar and Hold-Up. Is responsible for notifying essential
personnel, security and 911 Emergency services. Performs daily tests of Trauma and Met pagers
and documents response results.
5. Accountable for handling all In-Patient Information calls. Updates patient register as necessary for
accuracy. Controls patient room’s telephone on/off activity. Responsible for
restricting/unrestricting hospital telephones as necessary.
6. Responsible for distribution of new/spare/long range pagers, patient room telephones, TTY
(Hearing Impaired) equipment, batteries, hospital directories and conference room
speakerphones. Provides assistance to in house staff requiring international calling and faxing.
7. Institutes emergency back up procedures in event of systems failure to paging or telephone
systems.
8. Applies effective listening skills and courtesy when interacting with physicians, patients, patient
family members’, visitors, media l staff and all other hospital personnel. Diffuses irate patient calls
when necessary.
9. Demonstrates flexibility and team support to cover alternate shifts and holiday schedules as
required.
10. Understands Telecom Department as an essential department to the hospital and is required to report to work during inclement weather conditions, etc.
11. Performs all other duties as assigned.
12. Incorporates Lahey Hospital and Medical Center Guiding Principles, Mission Statement and Goals into daily activities.
13. Complies with all Lahey Hospital and Medical Center Policies.
14. Complies with behavioral expectations of the department and Lahey Hospital and Medical Center
15. Maintains courteous and effective interactions with colleagues and patients.
16. Demonstrates an understanding of the job description, performance expectations, and competency
assessment.
17. Demonstrates a commitment toward meeting and exceeding the needs of our customers and
consistently adheres to Customer Service standards.
18. Participates in departmental and/or interdepartmental quality improvement activities.
19. Participates in and successfully completes Mandatory Education.
20. Performs all other duties as needed or directed to meet the needs of the department.
Minimum Qualifications:
Education: High School Diploma or equivalent education and experience.
Experience:
Previous telephone/switchboard or ACD experience preferred.
Skills, Knowledge & Abilities:
Medical terminology or basic understanding
Strong Customer Service Skills
FLSA Status:
Non-Exempt
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients’ lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
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