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Job Type:

Regular

Scheduled Hours:

40

Work Shift:

Evening (United States of America)

Telecommunications Operator - Evenings

Position Summary: Under the direction of the Telecommunication’s Manager, provides 24/7, 365 day service operating switchboard, paging console, patient information and monitors and responds to all codes, trauma and hospital wide alarm activity.

Job Description:

Essential Duties & Responsibilities including but not limited to:

1. Receives and processes 3500 – 4500 calls daily for Lahey Burlington and Lahey Peabody. In

addition supports internal calls from hospital staff for paging and directory assistance.

2. Operates AMCOM paging software system. Incorporates paging, message retrieval, physician

registry, and overhead paging. Processes approx. 200-500 pages per day.

3. Initiates/oversees after hours on call schedule for Lahey Burlington, Lahey Peabody and certain

CGP locations for patient and staff calls. Accountable for calling OR and Recovery room nurses when

emergency surgical cases are required.

4. Monitors/Responds to all Lahey Burlington activated codes and alarms including Trauma,

Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medial Gas,

Radiation, Blood Bank, Hylon Burglar and Hold-Up. Is responsible for notifying essential

personnel, security and 911 Emergency services. Performs daily tests of Trauma and Met pagers

and documents response results.

5. Accountable for handling all In-Patient Information calls.

6. Responsible for distribution of new/spare/long range pagers, patient room telephones, batteries, and hospital directories. Aids in-house staff requiring international calling and faxing.

7. Institutes emergency backup procedures in event of systems failure to paging or telephone

systems.

8. Applies effective listening skills and courtesy when interacting with physicians, patients, patient

family members’, visitors, media l staff and all other hospital personnel. Diffuses irate patient calls

when necessary.

9. Demonstrates flexibility and team support to cover alternate shifts and holiday schedules as

required.

10. Understands Telecommunications Department as an essential department to the hospital and is required to

report to work during inclement weather conditions, etc.

11. Incorporates Lahey Hospital and Medical Center Guiding Principles, Mission Statement and

Goals into daily activities.

12. Complies with all Lahey Hospital and Medical Center Policies.

13. Complies with behavioral expectations of the department and Lahey Hospital and Medical Center

14. Maintains courteous and effective interactions with colleagues and patients.

15. Demonstrates an understanding of the job description, performance expectations, and competency

assessment.

16. Demonstrates a commitment toward meeting and exceeding the needs of our customers and

consistently adheres to Customer Service standards.

17. Participates in and successfully completes Mandatory Education.

18. Performs all other duties as needed or directed to meet the needs of the department

FLSA Status:

Non-Exempt

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

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Equal Opportunity Employer/Veterans/Disabled