Physician Telecommunications Operator I - PBX & PAS

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Lakeland Regional Health is currently seeking motivated individuals to join our team in various entry-level positions. Whether you're starting your career in healthcare or seeking new opportunities to make a difference, we have roles available across our primary and specialty clinics, urgent care centers, and upcoming standalone Emergency Department. With over 7,000 employees, Lakeland Regional Health offers a supportive work environment where you can thrive and grow professionally.

Active - Benefit Eligible and Accrues Time Off

The Telecommunicator is a critical link in our healthcare system, responsible for receiving, prioritizing, and dispatching emergency and non-emergency calls. You will interact with patients, families, healthcare professionals, and other members of the public, providing exceptional customer service while gathering essential information and coordinating appropriate responses. This position requires the ability to remain calm and professional under pressure, make sound decisions, and work collaboratively as part of a dynamic team.

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.

• Behaves in a mindful manner focused on self, patient, visitor, and team safety.
• Demonstrates accountability and commitment to quality work.
• Participates actively in process improvement and adoption of standard work.

• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.

People At The Heart Of All We Do

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
• Safety And Performance Improvement
  • Behaves in a mindful manner focused on self, patient, visitor, and team safety.
  • Demonstrates accountability and commitment to quality work.
  • Participates actively in process improvement and adoption of standard work.
  • Stewardship
  • Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
  • Knows and adheres to organizational and department policies and procedures.
  • Standard Work Duties: Physicians Answering Services Operator
  • Promptly and courteously answers incoming calls, providing exceptional customer service to diverse caller needs.
  • Accurately and efficiently documents all call information, ensuring clear and concise communication for timely dispatch of appropriate resources.
  • Prioritizes and dispatches emergency and STAT calls with speed and precision, following established protocols to ensure rapid response.
  • Effectively communicates with callers, gathering necessary information and providing clear instructions.
  • Fosters a positive and collaborative team environment by actively communicating with colleagues, sharing information, and providing support.
  • Relays critical information to medical teams and other relevant personnel.
  • Assesses situations quickly and accurately, making sound decisions regarding dispatch and resource allocation.
  • Responds calmly and effectively to stressful or challenging situations.
  • Provides backup coverage with little notice in the event of an emergency, disaster, or unexpected staffing shortage.
  • Participates in training and continuing education programs to enhance skills and knowledge.
  • Assists with administrative tasks as assigned, such as data entry or report generation.
  Other related duties as required.
  
  
  

Essential:

• Proven ability to type 35 WPM with accuracy.
• Demonstrated knowledge of medical terminology.
• Excellent communication and interpersonal skills, with the ability to remain calm and professional in stressful situations.
• Ability to multitask, prioritize calls, and make sound decisions under pressure.
• Experience in a high-volume contact center environment, preferably in healthcare or 911.

Essential:

• High School or Equivalent

• Bachelor Degree