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Northwest Community Hospital Telecom Operator, Nights in Arlington Heights, Illinois

Shift: Full time, Nights Reporting to the Director of Security Management provides front line customer support to Northwest Community Hospital, patients, doctors, and staff. Answers and dispatches, both internal and incoming hospital service calls. Facilitates all emergency codes and maintains the paging database. 1. Quickly answers and accurately directs all incoming and internal telephone calls for Northwest Community Healthcare locations. 2. Provides front line customer service to Northwest Community Hospital patients, families, doctors, and staff, regarding a variety of customer service issues; including customer inquiries and complaints. 3. Handles emergency code situations in accordance with hospital and departmental procedures; including overhead paging, radio alerts, and notifying the appropriate emergency service entity (Security, Fire Department, Police, etc.) 4. Answers miscellaneous patient questions including providing dialing instructions, directions to NCH entities, and telephone numbers. 5. Initiates backup procedures during telephone downtime; notifies appropriate service entity, NCH telecommunications support staff, and NCH staff on duty, according to NCH telecommunications procedures. 6. Maintains the paging system database; programs hospital staff pagers as needed. 7. Assists in the placing of local and long distance calls for patients and hospital staff. 8. Adheres to all Northwest Community Hospital standards, policies and procedures. 1. The level of knowledge usually obtained through the completion of four years of high school or the equivalent. 2. Exposure to PC’s and Windows operating systems preferred. 3. Experience working in a medical setting preferred. 4. The interpersonal skills necessary to provide positive customer service. 5. The communications skills necessary to clearly and effectively present information in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare. 6. Ability to handle difficult clients and situations in a professional and courteous manner. 7. Ability to apply common sense understanding to carry out detailed, but uninvolved oral instructions with the ability to read, write and comprehend simple instructions, short correspondence, and memos. 8. Basic problem solving skills; ability to deal with multiple problems involving concrete variables in standardized situations. 9. Basic computer and keyboard skills. 10. Willingness to work additional shifts as need to cover days off, vacations, etc., and provide shift coverage as needed. PHYSICAL REQUIREMENTS: 1. Requires very little physical effort. Requires extended periods of sitting. Rarely required to stand or walk for extended periods. 2. The flow of work and character of duties involves normal mental and visual attention WORKING CONDITIONS: 1. Conditions are acceptable. There may be some irritation from noise, lack of privacy, or isolation from coworkers. Probability of injury is unlikely. The environment may be stressful due to the urgency of multiple, concurrent incoming telephone calls. Job: Service and Support* *Title: *Telecom Operator, Nights * Location: *Illinois-Arlington Heights Requisition ID: 211038

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