The Hospital Operator is responsible for processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public. Assisting callers in a polite, articulate, professional, and clear manner. The Operator utilizes systems to answer the phone, triage calls, and page staff. The Operator utilizes an electronic directory database, websites, applications, and other reference material for effective distribution of information and calls. The ability to search phonetically in a database is required. The Hospital Operator assists personnel with pagers as applicable. Responsibilities and tasks can be repetitive and persistent. The Operator must be able to accurately process a high volume of telephone calls over an extended period of time. The Telecommunications Center provides services 24/7, for this reason day, evening, and overnight training is required.
Requires a high school diploma or equivalent (G.E.D.). Computer and keyboarding experience is required. Applicant must have multi-phone line experience. Applicant must possess a high level of concentration, memory retention, and attention to detail. Applicant is required to have a minimum of 2 years customer service experience. Applicant must display competency of the following skills: spoken communication, interaction and versatility, decision making and problem solving, coping, commitment to task, tolerance of ambiguity, decisiveness, alertness and perceptivity. Accuracy is necessary as well as the ability to think and respond quickly in stressful or emergency situations. Strong communications skills, the ability to work both with a team and independently are required. Physical requirements include the ability to do the following: view a computer monitor and read newsprint font style and size, hear in both ears, sit at a computer desk, work in varying light levels and perform repetitive upper body motions for an eight hour shift. Telecommunication Specialists are required to clearly speak, write, and understand the English language as well as be understood while speaking the English language.
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