Communications Operator
Children's National Hospital
Summary
The Communications Operator will provide communication services throughout the Children's National Health System, utilizing a computerized telephone and paging system. Demonstrate excellent customer focus and dedication to meet the expectations and requirements of internal and external customers. Perform administrative duties as assigned. This position requires variable hours and shifts.
Job description
About the Role
The Communications Operator will provide communication services throughout the Children's National Health System, utilizing a computerized telephone and paging system. Demonstrate excellent customer focus and dedication to meet the expectations and requirements of internal and external customers. Perform administrative duties as assigned. This position requires variable hours and shifts.
Customer Service
- Provide communication services for the hospital population using a computerized telephone and radio paging system; answer inquiries by clarifying desired information: researching, locating, and providing information.
- Demonstrate effective verbal and written communication, as well as reading and comprehension skills.
- Answer telephones in a timely manner, eliminate wait times and dropped calls.
- Establish and maintain effective relationships with team members and client base.
- Provide assistance to walk-in visitors.
- Strong coaching abilities.
Accountability
- Ensure customer needs are met; enhance organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value; rapidly escalate issues impacting customer service and productivity, and engage in the department LEAN performance improvement activities.
- Operate and maintain the Xtend Computerized Phone System; ensure accuracy of department information (i.e. update directories, on-call schedule, etc).
- Maintain knowledge of personnel, departments, and schedules of on-call staff; stay up to date with organizational news and information.
- Review and respond to calls, emails, and fax requests; other support duties as needed.
- Maintain records of all actions taken and update reference files; maintain a log of issues and appropriately hand off to incoming staff.
- Maintain awareness and mindfulness of break and shift change impact on call center operations.
Emergency Response
- Maintain knowledge of Communications Operator emergency response protocols.
- Facilitate emergency response for all emergency situations in the health system, monitor department alarm systems; rapidly notify appropriate personnel in the case of an emergency.
- Maintain and record all actions taken.
Training
Successfully completes all required departmental and organizational trainings.
Requirements
- High School Diploma or GED (Required)
- 1 year Customer service experience (Required)
- 1 year Call center experience (Preferred)
- Cognitive and conversational skills necessary to gather and interpret information or problems in a high-volume call center
- Excellent phone, customer service, listening, interpersonal relationship building, and communication skills
- Strong knowledge of office protocol and telephone etiquette
- High energy, action oriented, professional, enthusiastic, and positive behavior
- Ability to read and comprehend detailed instructions
- Excellent computer and data entry skills, including knowledge of WORD, Excel, and PowerPoint
- Typing speed of 40 words per minute
- Ability to spell and pronounce basic words, names and basic medical terminology
- Ability to exchange information and/or relay messages to appropriate personnel
- Ability to maintain confidentiality of sensitive information
- Availability to work a rotating schedule for weekends and all shifts
- Bi-lingual: English and Spanish Preferred
Benefits
- Comprehensive health coverage
- Medical, prescription, infertility, transgender services
- Generous paid time off
- Vacation accrual from day one
- Sick leave
- Holidays
- Personal day
- 401(k) plan
- Healthcare spending accounts
- Dependent care spending accounts
- Employer-paid life insurance
- AD&D insurance
- Long-term disability coverage
- Tuition assistance
- Fitness resources
- Employee assistance
- Commuter benefits
Company overview
Children's National Hospital is a premier pediatric healthcare institution located in Washington, D.C., recognized as one of the top children's hospitals in the United States. Founded in 1870, it serves as the region's primary pediatric academic medical center, providing comprehensive care across all pediatric specialties. The hospital operates a 323-bed facility and offers advanced medical services including neonatal intensive care, pediatric surgery, oncology, cardiology, and neurology. As an academic medical center affiliated with the George Washington University School of Medicine and Health Sciences, Children's National is deeply involved in pediatric research, medical education, and clinical innovation. The institution is particularly renowned for its Sheikh Zayed Institute for Pediatric Surgical Innovation and its leadership in pediatric genomics and precision medicine. Children's National consistently ranks among the top pediatric hospitals nationally, with specialties in cancer, cardiology, neurology, and neonatology receiving particular recognition for excellence in patient care and outcomes.