Telecommunications Operator - VPNE Parking Solutions : Job Details

VPNE is a family-owned, fun, and rapidly growing company headquartered in the Greater Boston Area. We are the parking and transportation business partner to the most prestigious health-care institutions, commercial property owners and developers, financial institutions, and hospitality companies. We promote growth from within and instill our company's family values in an ever-expanding business. Our employees are energetic, friendly, and proactive in helping VPNE build its brand.

Are you a dedicated professional who thrives in a fun, fast-paced, team-oriented environment? Are you interested in joining a community of employees who are spirited, driven, and diverse?

If so, park yourself at VPNE. We are a recognized leader in the hospitality industry, looking for people like you to help us drive our clients' business and build their brand. Apply today to jump-start your future!

Position Summary: Under the direction of the Telecommunications 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.

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 rooms 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 backup 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, medial 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.

Licensure, Certification, Registration:

Skills, Knowledge & Abilities: In the absence of any of these skills, demonstrates the ability to be thoroughly trained to meet organizational standards.

Experience:

• Previous telephone/switchboard or ACD experience preferred.
• Medical terminology or basic understanding
• Strong Customer Service Skills

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