Telephone Operator
Lehigh Valley Health Network
Summary
Provides incoming call handling for hospital sites and emergency lines. Responsible for answering incoming calls, transferring calls appropriately, and administrative duties. Issues critical alerts and codes based on requests from clinical and operational departments.
Job description
Summary
Provides incoming call handling for hospital sites and emergency lines. Responsible for answering incoming calls, transferring calls appropriately, and administrative duties. Issues critical alerts and codes based on requests from clinical and operational departments.
Job Duties
- Answers all calls in a courteous and professional manner.
- Provides general information to callers concerning physician office telephone numbers, area codes and hospital listings.
- Utilizes LVHN’s current EMR system to provide callers information regarding patients’ room numbers, telephone numbers and discharge dates.
- Screens critical care and do not announce patient phone calls for LVHN.
- Contacts providers according to daily on call schedules and makes immediate changes as necessary.
- Assists in the troubleshooting, testing, maintenance, and design of internal communication systems.
- Updates physician and physician office information on an as needed basis.
- Determines the purpose of caller and forwards the incoming calls to the appropriate staff member or voice mailbox.
- Alerts and directs staff to critical situations such as Codes and Alerts according to each distinct procedure.
- Places and documents international and long distance calls for colleagues and patients.
Minimum Qualifications
- High School Diploma/GED
- 1 year customer service experience
- Ability to maintain effective interpersonal relationships.
- Excellent communication skills both written and verbal.
- Strong customer service orientation.
- Effectively deals with multiple and changing priorities.
Requirements
- High School Diploma/GED
- 1 year customer service experience
- Ability to maintain effective interpersonal relationships
- Excellent communication skills both written and verbal
- Strong customer service orientation
- Effectively deals with multiple and changing priorities
Company overview
Lehigh Valley Health Network (LVHN) is a major healthcare provider and hospital network based in Allentown, Pennsylvania, serving the Lehigh Valley and Northeastern Pennsylvania regions. Founded in 1899, LVHN operates as a comprehensive healthcare system with 13 hospital campuses, 28 health centers, numerous primary and specialty care physician practices, and multiple urgent care locations. The network's flagship facility, Lehigh Valley Hospital-Cedar Crest, is Pennsylvania's third-largest hospital and features the state's first Level One Trauma Center. LVHN provides a wide range of medical services including specialized institutes for cancer care, heart and vascular treatment, surgical excellence, orthopedics, and neuroscience. The network operates the third-largest heart surgery program in Pennsylvania, performing over 1,200 open-heart procedures annually, and maintains one of the state's largest cancer centers treating over 2,400 new patients each year. In August 2024, LVHN completed a merger with Jefferson Health, becoming part of a larger healthcare system with 32 hospitals and over 700 locations across Pennsylvania. Prior to the merger, LVHN was the largest employer in the Lehigh Valley metropolitan region, with approximately 20,000 employees dedicated to providing comprehensive healthcare services to the community.