It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Telecommunications
The Communications Operator serves as the central point of contact for our Salinas Valley Health Medical Center. This role manages incoming and outgoing telephone communications, operating the Salinas Valley Health phone system and ensures seamless communications between patients, families, staff, providers, and other external callers. The Communications Operator handles a wide range of internal and external inquiries while prioritizing emergency code call management. This role requires precision, critical thinking, and the ability to maintain calm while executing procedures efficiently and accurately. Works under the supervision of the Telecommunications Supervisor. Performs other duties as assigned.
Telephone Operations and Call Management:
Operates the Salinas Valley Health telephone system to handle inbound and outbound high call volumes.
Professional Communication: Answer incoming calls, emails, and other communications in a professional, courteous, and efficient manner.
Skillfully de-escalate difficult or sensitive situations with callers, demonstrating empathy and problem-solving skills to resolve issues effectively.
Operate telecommunications equipment, paging systems, and emergency communications systems.
24/7 Monitoring & Response: Actively monitor multiple communication channels for emergency code calls (e.g., Code Red, Code Blue, Code Yellow, etc.) and respond immediately according to established protocols.
Overhead Paging & Dissemination: Accurately and clearly initiate and manage overhead code paging system to broadcast critical information to designated personnel and departments.
This position also handles a diverse array of communications, providing professional and efficient service, and adeptly de-escalating challenging situations as necessary.
Patient and Visitor Services:
Provide general information about Healthcare System services, visiting hours and facility policies.
Monitors the building access system as required.
Connect callers with patient rooms while adhering to Health Insurance Portability and Accountability Act (HIPAA) privacy regulations. Assist patients and families with room location and visitor directions.
Customer Service Excellence:
Provide compassionate and professional service to patients, families, and visitors.
Handle difficult or emotional calls with empathy and appropriate resources
Maintain calm demeanor during high-stress situations
Follow up on caller concerns and ensure resolution
Represent the facility positively in all communications
Information Management:
Log and track all emergency code calls, including time, date, nature of emergency, and actions taken, ensuring accurate record-keeping.
Maintain accurate and detailed records of all interactions and communications as required by policies and procedures.
Emergency Communications:
Respond to emergency calls and activate appropriate response protocols, policies and procedures
Maintain clear and effective communications with emergency services, internal security, medical staff, and other relevant departments during emergency events.
Protocol Adherence: Strictly adhere to all established emergency response protocols, policies, and procedures.
Performs other duties as assigned.
Education: High school diploma or GED required.
Licensure: None.
Experience: Six months recent experience as an operator, or the equivalent required. Fluency in Spanish is required for this position. The ability to communicate effectively with Spanish-speaking callers for purposes of executing the responsibilities of this position.
Salary Range: The hourly rate for this position is $28.86 - $31.97. The range displayed on this job posting reflects the target for new hire salaries for this position.
Job Specifications:
● Union: NUHW● Work Shift: Variable● FTE: 0.0● Scheduled Hours: 0
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Salinas Valley Health exists to help our community rise through good health. Founded in 1953 as Salinas Valley Memorial Hospital, today we serve individuals and families throughout the Salinas Valley, the Monterey Peninsula and the surrounding region. Each year, our highly trained team of healthcare professionals takes our renowned quality of patient care to the next level. Our team actively utilizes the latest medical techniques with our state-of-the-art technology to improve individual and community health and well-being.
Our 263-bed acute care medical center employs more than 2,400 staff. In 2021, we achieved ANCC Magnet Recognition®, the highest and most prestigious distinction that a healthcare organization can achieve for nursing excellence. Earning this Magnet® designation reaffirms our steadfast commitment to nursing excellence and quality patient care. Our focus on Cancer Care, Cardiac Care, Orthopedics, Obstetrics and Stroke Center is led by 322 board-certified physicians across a broad spectrum of specialties, all dedicated to your care.
To enhance and expand the reach of our care, we strategically partner with larger research and metro hospitals such as Stanford. In addition, we are part of a network of urgent care and surgery centers, the only Perinatal Diagnostic Center in the region and an Emergency Department that provides care to more than 6,300 patients every year.
