Telephone Operator 2

Job Details

Title: Telephone Operator 2

Department Org: Registration - 108820

Employee Classification: B1 - Classif'd Full Time AFSCME HSC

Bargaining Unit: AFSCME HSC

Primary Location: HSC H

Shift: 2

Start Time: 3:00PM End Time: 11:30PM

Posted Salary:

Float: Yes

Rotate: Yes

On Call: Yes

Travel: Yes

Weekend/Holiday: Yes

Job Description:

Under general supervision by the Supervisor, provides assistance and information to consumers, business associates, patients, attending and resident physicians, non-UTMC physicians/offices, hospital staff, and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction. Exhibits exemplary customer service. Presents a professional demeanor at all times, includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community, demonstrating the institution's values, services and mission.

Minimum Qualifications:

High school diploma or GED required.
Understanding of medical terminology strongly preferred.
Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional, calm manner.
Experience with MS Office Applications and Star.
One (1) courses or three (3) mos. experience in operating a switchboard system or automated call distribution system required. Intellidesk or other call center software applications preferred.
Willingness to comply fully with all organizational and departmental policies and procedures.
Minimum typing speed of 32 WPM.
Knowledge of commonly-used training concepts, practices, and procedures required.
Maintain a positive and professional demeanor at all times.
Flexibility to attend seminars and other educational training forums at other locations.

Communication and other required skills:

Communicate effectively both verbally and in writing.
Excellent public relations skills.
Satisfactory participation in an acceptable, formal customer service training program within six months of hire.
Computer keyboard & data entry experience.
Ability to handle sensitive inquiries and contacts.
Ability to learn TDY/TDD phone line.
Ability to self-empower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.
Ability to deal with stressful emergency situations.

Preferred Qualifications: