Job description

Telephone Operator (PBX)

As Mount Sinai grows, so does our legacy of caring!

Located in the heart of Miami Beach, overlooking the breathtaking intracoastal waterway, Mount Sinai Medical Center is dedicated to providing exceptional health care to our diverse community enhanced through innovation, technology, teaching, and research.

Mount Sinai is South Florida's largest private independent not-for-profit hospital with 672 beds, and a tight-knit community of more than 4,000 employees.

We provide world-class care:

• Named one of America's 250 Best Hospitals for 2020 and 2021 by Healthgrades, positioning Mount Sinai among the top 5% of hospitals in the nation for overall clinical excellence.
• A pioneer in innovative medical research in areas such as cardiology, cancer, memory disorders and pulmonary diseases
• The BEST cardiac surgery survival rate in Florida
• A new seven-story Surgical Tower with 154 all-private rooms and patient centered technology promotes an exceptional patient experience

Position Responsibilities:

• Answers all incoming calls including page phone and switchboard in a timely manner placing them on hold as necessary.
• Follows customer service standards for phone communications as set by department management based on Customer Service training session and materials.
• Requests assistance from Supervisor and/or Team Lead when encountering challenging calls or the need for clarification.
• Answers the Switchboard in a timely manner and doesn't let calls wait in queue.
• Assists callers with information as needed.
• Requests the assistance of other departments with a call rather than blind transferring calls to unaware recipients.
• Pages all personnel based upon approved schedule as needed.
• Understands and interprets all hospital codes and identifies communication action for each code.
• Responds to hospital codes and notifies all pertinent hospital personnel as required by department procedures.
• Records all responses to hospital codes.
• Records all pages sent to on-call personnel.
• Notify Supervisor of any changes to the on-call schedule upon notification of a change.
• Refers callers the IT Service Desk to report all pager telephone and computer repair issues.
• Monitors alarm indicators and enunciators for hospital locations and notifies appropriate personnel.
• Immediately answers Emergency / 123 lines and responds immediately by notifying the appropriate staff.
• Demonstrates a strong sense of urgency to all emergency calls.
• Says his / her name upon answering each incoming call.
• Reads and follows department memo's and communications as required.
• Attends department staff meetings.
• Assists staff and patients with long distance calls as authorized in established department procedures. Records the required information on the long distance log sheet.
• Implements AOC's (Administrator On Call) instructions to send out/activate the Disaster/Management notification.
• Updated the department "white/information board" as needed.
• Follows medical center's policy regarding releasing any patient information.
• Handles each call in a professional manner and treats callers with respect and courtesy.

Benefits:

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for selected positions and more!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Miami Beach, FL 33140: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person

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