Title: Telephone Operator 2
Department Org: Registration - 108820
Employee Classification: B2 - Classif'd Part Time AFSCME
Bargaining Unit: AFSCME HSC
Primary Location: Health Science Campus Hospital
Start Time: 3p End Time: 11:30p
Posted Salary: Starting hourly wage is $15.61
On Call: True
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
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.
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
Two (2) years experience in direct healthcare environment
Understanding of medical terminology strongly preferred.
Acceptable level of experience in directly handling/diffusing
emotion of aggravated callers and assisting such in a professional,
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
Qualifications/Knowledge, Skills & Abilities (cont.)
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
Maintain a positive and professional demeanor at all times.
Flexibility to attend seminars and other educational training
forums at other locations.
Communication and other required skills:
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
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
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