Telephone Operator

• High School Graduate

PROFESSIONAL EXPERIENCE:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Exposure to/experience with Continous Quality Improvement (CQI) and Joint Commission International Accreditation (JCIA) principles
• Demonstrates adequate Medical Terminology
• Demonstrates computer literacy (in Cerner System) and efficiency

• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette.
• Handles patient complaints and addresses them to the concerned Clinic Manager/Supervisor in a timely manner without delay.
• Assists in the orientation of new staff members to the Switchboard.
• Facilitates efficient operator function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features, services and hours of operations.
• Maintains caller flow by answering calls within three rings and ensures customer cue is at a minimum.
• Transfers call to appropriate staff/departments.
• Maintains and updates hospital extensions, call lists, physicians’ names, Department Heads and contact numbers.
• Creates all required 24-hour Public Announcements through the Public Address System.
• Performs continuous weekly testing of code Blue and Green systems.
• Responds to all emergency calls promptly according to the established procedure.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to the Patient Relations Supervisor/Coordinator.