Communication Center Operator- Duke Health Lake Norman

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At Duke Health, we’re driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Duke Health Lake Norman Hospital

Pursue your passion for caring with Duke Health Lake Norman Hospital in Mooresville, North Carolina. The smallest of the four Duke Health hospitals at 123-beds, it offers a comprehensive range of medical services, including 24-hour emergency care, cardiology, orthopedics, women’s services, and surgical specialties.

Job Summary

The Communications Center Operator serves as a vital link within the Duke Health System and the University, which functions as the central Emergency Dispatch and Information Center for staff, physicians, hospital personnel, and the broader community. This role is integral to managing telephone communications, handling emergency calls, and providing accurate information across the university, hospital, ambulatory, and DHIP locations. Operators must demonstrate exemplary communication skills, multitasking ability, and proficiency with office procedures and relevant software systems.

Hours:

Monday through Friday, 3:00pm to 11:30pm- Oncall after 6 month. The oncall will be every 4 months

Work Performed

The Communications Center Operator is responsible for answering all incoming calls, including emergency telephone calls, paging providers, and taking messages. The position requires a thorough understanding of business office procedures and strong grammar, spelling, punctuation, and typing skills. Operators must answer calls in a pleasant and helpful manner, speak clearly and concisely, and accurately follow both oral and written instructions. Additional duties include tracking calls, updating protocol, and facilitating communication within the hospital system using multiple communication tools. As the Information Center for staff, physicians, and the community, the operator is a central resource for information and support.

Key Responsibilities

* Manage calls and information flow continuously in a large university and hospital setting.
* Operate a switchboard and multi-line phone system, identifying caller needs and transferring calls appropriately.
* Page providers, take and relay messages, and screen calls to route them to the correct department or individual.
* Research information within software databases to assist callers, including department referrals or appointment lines.
* Maintain a clear, professional speaking voice and deliver excellent customer service at all times.
* Demonstrate strong multitasking skills, including the ability to talk and type simultaneously.
* Provide accurate and timely information, especially during emergencies, using sound judgment and discretion.
* Maintain confidentiality and demonstrate a positive attitude in all interactions.
* Sort and file materials accurately using alphabetical or numeric systems.

Required Skills and Competencies

* Prior experience with switchboard operations and multi-line phone systems.
* Proficiency in word processing and computer usage on current Windows versions.
* Excellent communication skills including good listening skills, clear dictation, and exceptional phone etiquette.

* Strong spelling and grammar skills.
* Demonstrate customer service skills and ability to maintain confidentiality.
* Basic knowledge of healthcare and medical terminology.
* Comfortable with computer research and email usage.
* Knowledge of MS Office applications is advantageous.
* Bilingual in Spanish considered a plus.

Preferred Skills

* Proficiency in written and verbal English and an additional targeted language.
* Exceptional customer service skills and a pleasant telephone manner.
* Working knowledge of Microsoft Office applications on PC.

Minimum Qualifications

education

* High school diploma or GED required.

Experience

* At least two years of medical office experience and one year of call center experience are mandatory.
* Basic computer and keyboarding skills.
* Flexibility to work various days and hours.
* Minimum of one year’s experience in a community-based organization or customer service role.

Degrees, Licensures, Certifications

N/A

Duke is an Affirmative Action / Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo.

 

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