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Telephone Operator 2

Employer
The University of Toledo
Location
Ohio, United States
Salary
Salary Not Specified
Start date
Aug 25, 2023


Title: Telephone Operator 2

Department Org: Registration - 108820

Employee Classification: B2 - Classif'd Part Time AFSCME HSC

Bargaining Unit: AFSCME HSC

Primary Location: Health Science Campus Hospital

Shift: 3

Start Time: 11pm End Time: 7:30am

Posted Salary: Starting hourly wage is $15.61

Float: True

Rotate: True

On Call: True

Travel: True

Weekend/Holiday: True

Job Description:

Under general supervision by the Supervisor, provides assistance and information to consumers, business associates, patients, attending and resident physicians, non-UTMC physicians/offices, hospital staff, and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction. Exhibits exemplary customer service. Presents a professional demeanor at all times, includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community, demonstrating the institution's values, services and mission.

All employees must adhere to the following at all times:

Employee is expected to adhere to UTMC Service Values including iCare standards and Standards of Behavior at all times.

Adheres to hospital policies and procedures as well as addresses patient safety, performance improvement, and quality of care issues.

Knowledgeable about patient safety and quality of care issues.  Able to recognize safety issues in the department and handles incidents per institutional and/or departmental policies and procedures.  If safety issues were identified; all issues were handled timely and appropriately. 

Department education and training focus has a direct impact on patient safety and reduces unsafe working conditions for employees.  (For leaders only). 

Employee attends and follows all department specific safety education and training in an effort to create a safe work environment and 1.Reports equipment dysfunction in timely manner.  2. Makes sure alternate processes are in place and action is taken to reduce adverse results or negatively impact patient care/satisfaction and the employee experience.

Minimum Qualifications:

Education/experience/licensing:

High school diploma or GED required.

Two (2) years experience at UT Health Science Campus – with a working knowledge of UT Physicians, Residents, Departments, and Services preferred.

Two (2) years experience in direct healthcare environment required.

Understanding of medical terminology strongly preferred.

Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional, calm manner.

Experience with MS Office Applications and Star.

Three (3) courses or nine (9) mos. experience in operating a switchboard system or automated call distribution system. Intellidesk or other call center software applications preferred.

Preferred Qualifications:

Willingness to comply fully with all organizational and departmental policies and procedures.

Minimum typing speed of 32 WPM.

Knowledge of commonly-used training concepts, practices, and procedures required.

Maintain a positive and professional demeanor at all times.

Flexibility to attend seminars and other educational training forums at other locations.
Communicate effectively both verbally and in writing.

Excellent public relations skills.

Satisfactory participation in an acceptable, formal customer service training program within six months of hire.

Computer keyboard & data entry experience.

Ability to handle sensitive inquiries and contacts.

Ability to learn TDY/TDD phone line.

Ability to self-empower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.

Ability to deal with stressful emergency situations.

Conditions of Employment:

All UToledo employees on all campuses, including those working on campus and working remotely, are required to be fully vaccinated against Covid-19, or have an approved exemption.

To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free. To further this effort, the University of Toledo Health Science Campus Medical Center is requiring candidates for employment to be nicotine-free. Pre-employment health screening requirements will include cotinine (nicotine) testing, as well as drug and other required health screenings for the position. With the exception of positions within University of Toledo Main Campus and the University of Toledo College of Medicine and Life Sciences, the employment offer is conditional upon successful completion of a cotinine test and Occupational Health clearance.

Equal Employment Opportunity Statement:

The University of Toledo is an equal opportunity, affirmative action employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University is dedicated to the goal of building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment and strongly encourages applications from women, minorities, individuals with disabilities, dual-career professionals and covered veterans.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact the Human Resources Department at 419-530-4747 between the hours of 8:30AM and 5:00PM or apply online for an accommodation request.

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the Main Campus of the University of Toledo.

Advertised: 24 Aug 2023 Eastern Daylight Time
Applications close:

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