Communication Center Operator

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond

Duke Communication Center Team

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.

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.

• 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.

• 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.

• High school diploma or GED required.
• 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.

• 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.

1. Operator 1: Entry-level position requiring a foundational knowledge in IT or Call Center operations, demonstrated by at least one year of professional experience.
2. Operator 2: Intermediate role, typically achieved after gaining three years of experience specifically within a Call Center environment, must maintain an exceeds expectation for a performance period of 1 year
3. IT Specialist: (Tech Lead) Advanced position necessitating a combination of five years' experience in both Call Center and IT roles, reflecting a broader set of skills and expertise. The ability to train and must maintain an exceeds expectation for a performance period of 1 year

Employees are encouraged to pursue relevant training and accumulate the necessary experience to advance through these career levels.

The Communications Center Operator is a pivotal role within the Duke Health and University System, providing essential communication services and support across the hospital, university, ambulatory, and DHIP locations. With strong communication, multitasking, and customer service skills, operators ensure timely and accurate information flow, contributing to the safety and efficiency of the institution.