Console Operator

As a Console Operator, you are the voice of Baptist. Console Operators welcome and address the needs of internal and external callers whose calls are directed to any of our Baptist Medical Center Hospitals and stand-alone Emergency Rooms located within the Northeastern region of Florida. They prioritize, answer, and respond to incoming calls received on the emergency line for the Baptist Health System and alert hospital emergency response teams through effective communication using the appropriate emergency communication management system.

Shift Details: PRN, Various Shifts (as needed)

Location: Baptist IT Center

Console Operator Responsibilities:

• Welcoming, addressing, and ensuring first call resolution to meet the needs of internal and external callers whose calls are directed to any of our Baptist Medical Center Hospitals and stand-alone Emergency Rooms located within the Northeastern region of Florida.

• Prioritizing, answering, and responding to incoming calls received on the internal emergency line for the Baptist Health System and alerts hospital emergency response teams through effective listening, and communicating clearly and concisely via the appropriate emergency communication management system.

• Handling incoming calls for all Baptist Medical Center Hospitals and stand-alone Emergency Rooms located within the Northeastern region of Florida, addressing caller questions and/or routing internal and external calls effectively and efficiently to drive first call resolution.

• Managing hospital emergency lines by leveraging hospital emergency procedures, notifying the necessary medical or non-medical emergency response teams, as well as local authorities when appropriate, and ensuring all documentation is completed thoroughly and accurately.

• Understanding and communicating after-hour emergency on-call schedules for hospital departments as requested by medical staff.

• Acting as a gatekeeper to screen calls for hospital leadership and staff members.

• Handling calls for dedicated marketing campaigns, answering caller questions and/or scheduling a return call for our Baptist Care Coordination team.

• Assisting patients and staff members with making long-distance calls.

• Operating communication systems such as telephone, switchboard console, intercom, Cortext, Vocera, or paging systems.

• Reviewing and maintaining knowledge of all updated policies, procedures, and hospital information across the Baptist Health system.

• Answering telephones promptly and courteously, identifying self and department.

• Greeting and welcoming callers in a warm and friendly manner.

• Providing complete and accurate information in a timely manner.

• Achieving or exceeding goals for key performance metrics, including but not limited to productivity and call abandonment.

• Open to help train new employees.

Experience Requirements:

• Less than one year of related experience required

Education & Credential Requirements:

• High School Diploma Required

• Associate of Arts/Science Preferred

This Console Operator will be located at the Baptist IT Center. If you are interested in this opportunity, please apply now!