University of Pittsburgh Medical Center

UPMC OPR Hospital Operators is hiring a full-time Telephone Operator to join their team! Our OPR Hospital Operators team is the largest group and reach of operators in Western PA. This position will answer inbound calls into the UPMC tollfree line, Children’s, Magee, Presbyterian, and Shadyside, with a partnership with Passavant’s McCandless and Cranberry campus for overnight calls, which, on average, is a 2.1 million call volume annually, to send pages and to connect to patients and offices. You will also facilitate codes and medical consults for our hospitals.

This position will work the afternoon shift, which operates from 3:00 pm to 11:00 pm. Rotating holidays are required. This position will offer a hybrid work-from-home opportunity, after specific training and benchmarks are met, but applicants must be located or willing to relocate within 1-hour of Pittsburgh. Previous call center experience is highly preferred!

Responsibilities:

• May train new operators.
• May be required to do system data entry on request.
• Provide service to multiple answering service clients utilizing individualized protocols.
• Process the appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide physician-on-call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine caller’s requirements (extension desired, information requested, etc.) and transfer call.
• Provide a status report on any page in progress to the individual requesting the page.

Qualifications:

High school graduate or equivalent. 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience. Must be able to work all shifts, 7 days a week. Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).

Licensure, Certifications, and Clearances:

Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran