Job Description

Hybrid

Job Title: Telephone Operator - Clerk Page

Location: NYC, NY 10065

Shift: 2 pm – 10 pm shift. 5 days per week, 2 days off will vary.

Job Summary:

• Operates Attendant, Page, and Answering Service consoles.
• Performs job-related clerical duties.

Telephone Operations:

• Operate the Amcom PC operator workstation to receive, direct, and place internal and external calls according to policy.
• Initiate page calls on the computer system, radio long range, and aural page systems.

Performance Expectations:

• Provide quality telephone operator coverage utilizing all the features of the AMCOM Call Center application.
• Provide page support in a timely and accurate manner.

Page System Support:

• Operate the radio page system according to FCC regulations.
• Program Zetron paging system changes as necessary.
• Assist in maintaining a record of local calls and air call paging.

Performance Expectations:

• Provide quality customer service for page system users.
• Assist with Zetron testing, pager configuration/troubleshooting, and database updating, as needed.

Emergency Support:

• Perform all duties for medical and surgical emergencies in conformity with emergency policies and procedures.
• Respond to all emergency calls, such as: Medical Emergency, Fire (manually count bells), Bomb Threats, and other disasters.
• Follow procedures as documented in departmental procedures and follow up on all calls.
• Document all emergencies for reporting to the Emergency Preparedness Committee.

Performance Expectations:

• Provide emergency response and notification services following documented notification procedures, including following escalation processes as required.
• Follow all required documentation and notification instructions.

On Call Schedule Maintenance:

• Receive on call schedules from departments and enter into the computerized Amcom system for use by evening, night, and weekend staff.
• This information will also be transferred to the website to be used by all employees.

Performance Expectations:

• Provide transcription service for on call schedules in a timely and accurate manner.

Answering Service:

• Receive information from Doctors Answering Service and enter into the computerized Amcom System for use by evening, night, and weekend staff.

Performance Expectations:

• Provide transcription service for doctor’s answering service information in a timely and quality fashion.

Administrative and Clerical Support:

• Prepare telephone toll and message unit charge tickets for each call placed for department individuals.
• Change batteries on page units as necessary.
• Transmit Telex messages and distribute incoming messages to appropriate departments.
• Respond to TTY unit (hearing impaired) when necessary.

Performance Expectations:

• Assist with financial management, inventory management, message delivery, and related ancillary clerical or operational tasks as needed.

Problem Management:

• Receive, record, and forward all trouble calls for off-hours trouble reporting.

Performance Expectations:

• Provide support, following documented processes, for all telecommunication-related and possibly miscellaneous trouble calls that are received.

Required Skills & Experience:

• Client will allow any amount of experience. If there is none, this should be escalated.

Required Education:

• HS Diploma/GED.

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