Telephone Operator

Role Overview

Telephone Operator at American Hospital Dubai, Dubai.

Role Purpose

Support the provision of safe, patient and family-focused quality care by operating and administering the hospital's main telephone and emergency systems, directing patients and customers to appropriate areas, and handling emergency codes and public announcements while maintaining confidentiality and supporting clinic operations strategic goals and the hospital's mission and vision.

Key Responsibilities

Call Management

• Answer all incoming external and internal calls in a polite and cordial manner.
• Maintain proper telephone etiquette at all times.
• Answer calls within three rings and ensure caller queue is at a minimum.
• Transfer calls to appropriate staff and departments.
• Maintain caller flow efficiently.

Emergency Response

• Handle all emergency code calls according to established procedures.
• Respond to all emergency calls promptly.
• Perform continuous weekly testing of Code Blue and Code Green systems.
• Create all required 24-hour public announcements through the Public Address System.

Patient and Customer Service

• Direct patients and customers to the appropriate area.
• Handle patient complaints and address them to the concerned clinic manager or supervisor in a timely manner without delay.

Knowledge and Documentation

• Maintain complete product knowledge at all times of all hospital features, services and hours of operations.
• Maintain and update hospital extensions, call lists, physicians' names, department heads and contact numbers.
• Demonstrate adequate medical terminology.

Team Support and Training

• Assist in the orientation of new staff members to the switchboard.
• Facilitate efficient operator function by consulting and communicating with all co-workers.

Workplace Operations

• Ensure that the place of work and surrounding area is kept clean and organized at all times.
• Report equipment failure, safety and security issues, and reduction of supply inventory to the Patient Relations Supervisor or Coordinator.

Qualifications & Experience

• High School Graduate.
• Exposure to or experience with customer service principles.
• Exposure to or experience with Continuous Quality Improvement (CQI) and Joint Commission International Accreditation (JCIA) principles.

Skills & Competencies

• Excellent English and Arabic verbal and written communication skills.
• Basic computer literacy.
• Computer literacy in Cerner System and efficiency.
• Medical terminology knowledge.