Telephone Operator - UPMC : Job Details

Purpose:

Join our hospital team as a Telephone Operator, where your voice will be the first point of contact in delivering compassionate care and critical support. In this fast-paced role, you'll play a vital part in connecting patients, families, and medical staff with efficiency, empathy, and professionalism-making a meaningful difference every day.

Responsibilities:

• Train and mentor new telephone operators as needed.

• Perform system data entry tasks upon request to support operational needs.

• Manage calls for multiple answering service clients, following customized protocols for each.

• Respond promptly to emergency codes or STAT page requests with accuracy and urgency.

• Initiate voice paging communications when required by hospital staff or procedures.

• Provide accurate on-call physician information to authorized individuals.

• Use standardized, required phrasing consistently when answering and handling calls.

• Offer dialing assistance and instructions to patients upon request.

• Handle multiple incoming lines simultaneously while maintaining excellent customer service.

• Assess caller needs and efficiently transfer calls or provide requested information, including updates on active pages

Shifts: This position with work Sunday-Saturday with rotating days and shifts. The rotating shifts are 8am-4pm, 10am-6pm, 4pm to 12am, 12am-8am. May need to work occasional holidays. Position is subject to different shifts/days based on hospital needs.

• High school graduate or equivalent.

• 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience.

• Must be able to work all shifts, 7 days a week.

• Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).

• Hospital setting experience preferred (knowledge of terminology)

Licensure, Certifications, and Clearances:

• Act 31 with renewal

• Act 33 with renewal

• Act 34 with renewal

• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran