Telephone Office Operator

The Telephone Operator is primarily responsible for processing all incoming calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff, and the general public. Operator must be able to accurately process a high rate of telephone calls over an extended period of time. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Assists all callers in a polite, articulate, professional, and clear manner. Operator must handle confidential and sensitive information. Utilizes the paging systems for authorized personnel over multiple channels including: public address system, emergency voice pagers, and alpha display priority pagers. Responsible for expediting all 911 emergencies to include: Code Triage Disasters; Radiation and Chemical Spills; External law enforcement, fire, and emergency medical service response (as applicable); coordination of non-emergency medical transports for Mayo Clinic patients; Fire Evacuation; Code Blue, Medical Emergency Team, Ventricular Assisted Device, and various internal/external Stroke Alert calls for the Phoenix and Scottsdale campuses. Ability to search phonetically within various complex clinical applications inclusive of the Electronic Health Record. Responsible for physician on-call schedule updates, to include regular maintenance of provider schedules. Responsible for editing of employee directory, inclusive of all updates for new hires, transfers, terminations. Must be able to navigate through multiple electronic applications and devices, examples include: Infinity Telephone Agent (Telephone Operating system), On Call Supervisor, Telephone Operators Directory (TOD) Quarterly Manager, Quarterly Directory (printed and on-line), Intelligent Series Supervisor, Red Phone, Pager Lookup, Stroke LVO Group Paging System and backup. This position requires critical thinking skills with strong attention to detail. Requires the ability to prioritize daily tasks simultaneously within a fast paced, ever changing work environment; must be adaptable and flexible within a strong team structure. Possesses a high level of concentration, memory retention, and attention to detail. Must be able to meet the physical requirements including the ability to do the following: view a computer monitor and read newsprint font style and size; hear in both ears; visual acuity and ability to distinguish colors; sit at a computer desk, work in varying light levels, and perform repetitive upper body motions for duration of work shift. Works flexible hours, which may include days, evenings, nights, holidays and weekends. May be asked to perform other job-related duties as assigned by leadership including training of new employees.

High school diploma or GED equivalent. A minimum of two (2) years of customer service/hospitality/telephone operator experience, which includes at least one (1) year of multiple-line telephone experience. Evidence of experience using various computer systems, applications and keyboarding skills. Familiarity with Code Calls, Emergency Preparedness, and medical terminology preferred. Demonstrated ability to clearly speak, write, and understand the English language as well as be understood while speaking the English language.Operators must be able to handle calls from diverse callers to include non-English speakers and utilization of translation resources. Demonstrated competency of the following skills: spoken communication; interaction and versatility; decision making and problem solving; coping; commitment to task; tolerance of ambiguity; ability to handle stressful situations and process emergencies on the fly; use of verbal de-escalation techniques to manage irate or emotional callers, to bring resolution to their concerns. Evidence of service excellence while displaying strong interpersonal and organizational skills. Ability to be alert, perceptive, dependable, and task oriented. Ability to relate to persons with diverse educational, socioeconomic, and racial/ethnic backgrounds. Demonstrated ability to function independently after receiving four to eight weeks of on-the-job-training. Demonstrated ability to accurately maintain a log of emergent patient calls (after hours); emergency code calls; and stroke calls.