Telephone Operator

Column Technical Services is looking for a reliable and customer-focused Communications Console/Telephone Operator to support our telephone operations, emergency response systems, and paging services for a well-renowned medical organization in Manhattan, NY. In this dynamic role, you'll be the central point of contact for internal and external communications, ensuring timely and accurate support across multiple systems. If you're detail-oriented, tech-savvy, and passionate about helping others, apply today to start a conversation!

This position offers a hybrid schedule, beginning with onsite work to ensure proper onboarding and acclimation. Only candidates located in NY or NJ will be considered.

Job Summary

• Operates attendant, paging, and answering service consoles.
• Perform related clerical and administrative duties.
  
  

Telephone Operations

• Utilize the Amcom PC operator workstation to manage incoming and outgoing internal and external calls in accordance with company policies.
• Initiate paging via computer system, long-range radio, and aural page systems.
  
  

Performance Expectations:

• Deliver high-quality telephone operator support using all features of the AMCOM Call Center application.
• Ensure timely and accurate paging support.
  
  

Paging System Support

• Operate the radio paging system in compliance with FCC regulations.
• Program updates to the Zetron paging system as needed.
• Maintain records of local and air call paging activity.
  
  

Performance Expectations:

• Provide excellent customer service to paging system users.
• Support Zetron testing, pager configuration/troubleshooting, and database updates as required.
  
  

Emergency Support

• Execute all responsibilities related to medical and surgical emergencies in alignment with established emergency procedures.
• Respond to emergency calls including medical emergencies, fire alarms (manual bell count), bomb threats, and other critical incidents.
• Follow departmental protocols and ensure proper follow-up for all emergency calls.
• Document all emergency events for reporting to the Emergency Preparedness Committee.
  
  

Performance Expectations:

• Deliver emergency response and notifications per documented procedures, including escalation protocols.
• Complete all required documentation and follow notification instructions accurately.
  
  

On-Call Schedule Maintenance

• Receive on-call schedules from departments and enter them into the Amcom system for use by evening, night, and weekend staff.
• Transfer schedule information to the company website for employee access.
  
  

Performance Expectations:

• Accurately and promptly transcribe on-call schedules.
  
  

Answering Service

• Receive information from the Doctors Answering Service and input it into the Amcom system for use by evening, night, and weekend staff.
  
  

Performance Expectations:

• Provide timely and accurate transcription of doctors' answering service information.
  
  

Administrative and Clerical Support

• Prepare telephone toll and message unit charge tickets for departmental calls.
• Replace pager batteries as needed.
• Transmit Telex messages and distribute incoming messages to appropriate departments.
• Respond to TTY unit communications for hearing-impaired individuals when necessary.
  
  

Performance Expectations:

• Support financial and inventory management, message delivery, and other clerical or operational tasks as needed.
  
  

Problem Management

• Receive, log, and forward all off-hours trouble calls.
  
  

Performance Expectations:

• Provide support for telecommunications and miscellaneous trouble calls, following documented procedures.
  
  

Required Skills & Experience

• Minimum of 2 years of experience required, either in switchboard operations or with a background in 911 emergency dispatch.
• Strong communication & customer service skills.
• Ability to multitask with keen attention to detail.
• Experience with Hospital or Medical Communication Systems.
  
  

Required Education

• HS Diploma/GED.