Communications Operator

111 Michigan Avenue Northwest Washington, DC 20010

Kids Are Our Everything. Department

10027 Communications

Pay Range

$18.40 - $27.49

The Communications Operator will provide communication services throughout the 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 requires variable hours and shifts.

Minimum Education High School Diploma or GED (Required)

Minimum Work Experience 1 year Customer service experience (Required)

Required Skills/Knowledge 1 year Call center experience (Preferred)

Cognitive and conversational skills necessary to gather and interpret information or problems in a high-volume call center.

Excellent phone, customer service, listening, interpersonal relationship building, and communication skills.

Strong knowledge of office protocol and telephone etiquette

High energy, action orients, professional, enthusiastic, and positive behavior

Ability to read and comprehend detailed instructions.

Excellent computer and data entry skills, including knowledge of WORD, Excel, and PowerPoint

Typing speed of 40 words per minute

Ability to spell and pronounce basic words, names and basic medical terminology.

Work required the ability to exchange information and/or relay messages to appropriate personnel.

This type of interaction requires courtesy and tact when dealing with patients, visitors and or hospital employees.

Ability to maintain confidentiality of sensitive information.

Availability to work a rotating schedule for weekends and all shifts

Bi-lingual: English and Spanish Preferred

Functional Accountabilities Customer Service

• 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.
• Demonstrate effective verbal and written communication, as well as reading and comprehension skills.
• Answer telephones in a timely manner, eliminate wait times and dropped calls.
• Establish and maintain effective relationships with team members and client base.
• Provide assistance to walk-in visitors.
• Strong coaching abilities

Accountability

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

Emergency Response

• Maintain knowledge of Communications Operator emergency response protocols.
• 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 .
• Maintain and record all actions taken.

Training

• Successfully completes all required departmental and organizational trainings.

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible. 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. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster. Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.