Communications Operator PRN

Washington, District of Columbia-Washington
Dec 17, 2020
Jan 16, 2021
Full Time
The Communications Operator will provide communication services throughout 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 may be subject to variable hours and shifts.


Minimum Education
High School Diploma or GED

Minimum Work Experience
1 year

Specific Requirements and Preferences
Customer Service experience (Required)
Call Center Experience (Preferred)

Functional Accountabilities

Customer Service
1. 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.
2. Demonstrate effective verbal and written communication, as well as reading and comprehension skills.
3. Answer telephones in a timely manner, eliminate wait times and dropped calls.
4. Establish and maintain effective relationships with team members and client base.
5. Provide assistance to walk-in visitors.

1. 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.
2. Operate and maintain the Xtend Computerized Phone System; ensure accuracy of department information (i.e. update directories, on-call schedule, etc).
3. Maintain knowledge of personnel, departments, and schedules of on-call staff; stay up to date with organizational news and information.
4. Review and respond to calls, emails, and fax requests; other support duties as needed
5. Maintain records of all actions taken and update reference files; maintain a log of issues and appropriately hand off to incoming staff.
6. Maintain awareness and mindfulness of break and shift change impact on call center operations.

Emergency Response
1. Maintain knowledge of Communications Operator emergency response protocols.
2. 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 .
3. Maintain and record all actions taken.

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification

1. Anticipate and responds to customer needs; follows up until needs are met


1. Demonstrate collaborative and respectful behavior
2. Partner with all team members to achieve goals
3. Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

1. Contribute to a positive work environment
2. Demonstrate flexibility and willingness to change
3. Identify opportunities to improve clinical and administrative processes

4. Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

1. Use resources efficiently
2. Search for less costly ways of doing things


1. Speak up when team members appear to exhibit unsafe behavior or performance
2. Continuously validate and verify information needed for decision making or documentation
3. Stop in the face of uncertainty and takes time to resolve the situation
4. Demonstrate accurate, clear and timely verbal and written communication
5. Actively promote safety for patients, families, visitors and co-workers
6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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