Voice Operations Specialist - Toledo Hospital - Part Time - Nights

ProMedica Toledo Hospital is one of the largest acute-care facilities in the region. Our 794-bed hospital is staffed by more than 4800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan. We also have the areas largest board-certified medical staff which is made up of more than 1000 primary care and specialty physicians. Excellent customer service skills and the ability to work in a fast-paced environment are a must. In addition for 15 consecutive years residents of Greater Toledo have named us the Consumer Choice Award winner in our market. In fact were the only hospital in northwest Ohio to receive this honor.

Serves as the communication focal point for the hospitals establishing a positive first impression to our customers. Under general supervision and following defined policies and procedures operates the hospital telephone system and manages all calls for service for security and for the hospital. Answers and transfers calls from outside and within the hospital. Pages hospital personnel as requested. Dispatches Officers to calls and documents Security activity in a CAD application. May answer routine inquiries regarding hospital operations in accordance with defined policies. Responsibilities also include monitoring and managing alarms for fire medical gases and duress conditions.

ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
1. Operates telephone system and emergency phones to answer incoming calls in a prompt and courteous manner transfers calls to the appropriate personnel.
2. Responsible for reporting all fire alarms or fire drills to the fire department. Promptly announce and document all emergency code calls on the overhead paging system activate group pagers and call necessary personnel initiate mass notification system as directed.
3. Intermittently makes and relays messages for department heads and staff members as requested.
4. Answers inquiries of a routine nature such as hospital hours and locations consistent with established hospital policy.
5. Pages emergency information physicians and other hospital personnel as requested via intercom and/or other paging devices.
6. Maintains records related to the telephone operations such as logs of employees/Physicians on call for designated areas and Emergency Code Communications.
7. Manages surveillance monitoring and the completion of all CAD documentation related to Security Operations. Responds to duress and access control alarms.
8. Notifies Voice Operations Leadership of any difficulties or problems with the equipment (console telephone paging system pagers). In absence of a supervisor reports problems to proper companies or manager for repair.
9. Flexibility to work additional hours and shifts as needed.
10. Provides training to new personnel as requested. Providing feedback to supervision regarding the need for additional training.
11. Must be familiar with various software programs needed to maintain various daily/monthly schedules such as surgery schedule physician on-call schedule as needed.
12. Performs other duties as assigned.

Education: High school degree or equivalent in order to maintain required records and to deal effectively with a variety of people calling the hospital. Four to six weeks of on-the-job training required to learn policies emergency procedures codes and equipment
Skills:
Basic keyboard knowledge needed to perform general/basic typing.
Operational proficiency using a two-way radio
A high degree of interpersonal skills to handle the high volume of calls and portray the hospital in a positive manner. This would include both the attitude and friendliness displayed in performing the job.
Ability to operate telephone console equipment and knowledge of its functions and capabilities.
Physical ability to sit for extended periods of time; ability to freely move from one work area to another if necessary; occasionally lift binders folders files etc.; to bend or stretch if necessary to perform the functions of the job.

As an essential job function due to continuously changing patient census/activity and staffing needs must have the flexibility to work a varying schedule should the need arise which may require working a varying shift overtime (greater than 40 worked hours per week) and/or shift durations that exceed the assigned status for shift length and/or hours per week.

PREFERRED QUALIFICATIONS
Skills: Previous experience as a Dispatcher or Operator

WORKING CONDITIONS
Physical Demands: Office work environment with considerable sitting. Constant visual and mental attention required to handle incoming calls and emergency situations. Hectic fast-paced environment with ability to multi-task

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-based not-for-profit integrated healthcare organizational headquartered in Toledo Ohio. For more information please visit applicants will receive consideration for employmentwithout regard to race color national origin ancestry religionsex/gender (including pregnancy)sexual orientation gender identity or gender expression age physical or mental disability military or protected veteran status citizenship familial or marital status genetics or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA) if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica please contact

Equal Opportunity Employer/Drug-Free Workplace