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Telephone Operator

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Kaiser Permanente

3mo ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
  • Honolulu

AI generated summary

  • You need 1 year of communications operator experience, high school diploma/GED, customer service skills, basic clerical and typing skills, ability to listen actively, knowledge of word processing and PC applications.
  • You will be responsible for operating the telephone switchboard, directing calls to appropriate individuals, assisting with appointment scheduling, providing information services, and responding to emergency calls before and after clinic hours.

Requirements

  • Experience:
  • Minimum one (1) year communications operator or related experience within two years.
  • Education:
  • High school diploma or General Education Diploma (GED).
  • License, Certification, Registration:
  • N/A
  • Additional Requirements:
  • Customer service experience in a high volume environment.
  • Basic clerical skills.
  • Ability to actively listen and comprehend callers requests.
  • Basic typing skills.
  • Demonstrated knowledge of and skill in word processing and intranet PC applications.
  • Preferred Qualifications:
  • Knowledge of medical terminology.
  • 10-key by touch.

Responsibilities

  • Performs duties of telephone/switchboard operator. Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and individuals before, during, and after clinic hours. Dispatches ESD and transport services before and after clinic hours. Provides appointment schedule information before and after clinic hours. Provides back-up information services to customers on campus when information desk is closed; provides courtesy wake up calls to on-all physicians.
  • Assists in acclamating customers and staff to instruments. Installs Telephone Device for Deaf and hearing impaired (TDD); instructs customers in use. Instructs staff members on programming paging instrument Quiktel.
  • Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs. Maintains, updates, and compiles regional on-call schedules; maintains list of physicians personal telephone numbers. Updates and maintains Regional Automated Telephone Directory; updates and compiles new and/or additional telephone/pager listings.
  • Notifies appropriate areas of problems or issues that occur. Notifies supervisor, Network Telephony Engineer and Computer Support Center when Automated Refill System, Professional Pharmacy Services (PPS) prescription problems occur. Notifies Data Center when PRESTO refill line problems occur. Logs complaints/issues in daily journal; refers problems/special calls to supervisor.
  • Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.
  • Notifies supervisor, Network Telephony Engineer and Computer Support Center when Automated Refill System, Professional Pharmacy Services (PPS) prescription problems occur.
  • Maintains, updates, and compiles regional on-call schedules; maintains list of physicians personal telephone numbers.
  • Receives, records, and relays all telephone problems at Moanalua to supervisor and/or telephone technician.
  • Dispatches ESD and transport services before and after clinic hours.
  • Screens all inbound calls to Critical Care Unit, Cardiovascular Intensive Care Unit, Ambulatory Treatment Center and Surgicenter.
  • Assists Security and Parking Department with traffic control by overhead paging notifications.
  • Assists After Hours Advice nurses with phone technical support; logs and notifies supervisor, Network Telephony Engineer and Computer Support Center when there is service interruption; assists members by transferring calls to nurses personal lines and/or relaying members name, number, and medical record number to nurse for follow-up.
  • Instructs staff members on programming paging instrument Quiktel.
  • Assists inpatient medical doctors by receiving and relaying messages for and/or regarding hospitalized members.
  • Notifies in-patient medical lead doctors of sick call within lead group by paging group call pager.
  • Logs complaints/issues in daily journal; refers problems/special calls to supervisor.
  • Provides back-up information services to customers on campus when information desk is closed; provides courtesy wake up calls to on-all physicians.
  • Provides appointment schedule information before and after clinic hours.
  • Takes and relays emergency messages to Home Health Nurses (Oahu and Maui) before and after clinic hours.
  • Notifies Data Center when PRESTO refill line problems occur.
  • Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.
  • Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.

FAQs

What are the main responsibilities of a Telephone Operator?

The main responsibilities of a Telephone Operator include operating telephone/switchboard/paging systems, issuing paging equipment, performing clerical duties, providing technical support, collaborating with other staff members, and serving as a team player and role model.

What qualifications are required to become a Telephone Operator?

To become a Telephone Operator, one typically needs a high school diploma or equivalent. Additionally, good communication skills, multitasking abilities, and a customer service-oriented attitude are important for this role.

What kind of training is provided for Telephone Operators?

Telephone Operators may receive on-the-job training to learn how to operate telephone/switchboard/paging systems and perform other related tasks. Additionally, they may receive instruction on company policies and procedures.

How important is teamwork in the role of a Telephone Operator?

Teamwork is essential in the role of a Telephone Operator as they often collaborate with other staff members within and outside the department to accomplish tasks and assist others in their duties. Being a team player and role model is crucial in this role.

Kaiser Permanente

Science & Healthcare
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

We are relentless in our pursuit of excellence. Founded nearly 80 years ago, our unique business model sets us apart — positioning us to drive improvements across the industry and around the world. k-p.li/aboutKP As the nation’s leading not-for-profit health plan, we proudly serve 12.7 million members from 600+ locations in 8 states and Washington, D.C. Together, our 200,000+ employees and physicians work as one to positively impact the lives of our members, employees, and communities. Come drive quality, inspire excellence, and create change for the better. Bring your talents to Kaiser Permanente, and see your visionary ideas make a difference in the lives of others. This is your opportunity to shape the future of health care. Be essential. *Disclaimer: Please do not include any medical, personal or confidential information in your comments. Comments are encouraged; however, Kaiser Permanente reserves the right to moderate comments on this page as necessary to prevent medical, personal and confidential information from being posted on this site. In addition, Kaiser Permanente will remove all spam, personal attacks, profanity, and off-topic commentary. Comments containing advertisements about goods or services or announcements about news or events that are not related to Kaiser Permanente will be removed. Please note that your communications with Kaiser Permanente through this page are informal and are not part of Kaiser Permanente’s formal grievance process for members.