Telephone Operator

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

Answers and triages extremely high phone volumes, including critical code calls involving emergent situations. Processes emergency calls by coordinating caller with responding parties in an efficient and accurate manner. Monitors and responds to alerts routed from emergency equipment. Responsible for contacting personnel for emergency management situations such as mass casualties and hurricanes. Utilizes multiple phone, computer and internet applications throughout the day. Maintains and utilizes a tiered, in-depth database of on-call staff for clinical/hospital areas. Manages and updates personnel and departmental listings for the online quarterly directory. Regularly reviews backup procedures to assure swift changeover should the main system fail. Facilitates emergency announcements over the public address system. Redirects Service Pagers. Accurately maintains a log of emergent patient calls, international calls, codes, stroke telemedicine, brain bleed referrals, Satilla calls and organ procurements. Arranges conference calls involving five parties or less. Places international calls for medical staff when appropriate. Remains courteous and helpful throughout the shift placing the needs of the patients first. Maintains competencies and stays abreast of all policy and procedural changes. Manages calls regarding hospital-to-hospital transfers. Assists Referring Physicians' Office after hours by forwarding referral information to their office for processing the next business day. Uses decision trees to determine the proper on call team to differentiate emergent physician-requested calls.

Qualifications

High School diploma or GED required. At least 1 year of experience in a medical setting preferred. Previous experience with the operation of multi-line telephone system experience required. Previous customer service skills. Must demonstrate strong problem solving and decision-making skills. Experience with computer and Microsoft products required. Keyboarding or typing skills essential.

Ability to quickly and accurately manage emergency calls. Works additional hours or a modified shift to support the work unit during staffing emergencies. Follows safe work practices. Must be able to see and hear within normally acceptable standards, either with or without the use of amplification devices. Must be able to communicate effectively in English, verbal, audible and in writing, with or without reasonable accommodation. Must be able to work weekends and alternating holidays. Must have adequate use of both hands. Must be able to sit for long periods of time.

Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment.

This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position. Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.

Exemption Status

Nonexempt

Compensation Detail

$20.00 - $24.26 / hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Training hours will be 1st shift and discussed at interview. Permanent schedule after training will be mid to second shift Thursday-Monday and discussed at interview.

Weekend Schedule

Both Saturday/Sunday. Mid/Second shift to be discussed at interview.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" . Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Jackie Mckay