Communication Center Operator

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Position Title: Communications Center Operator

Hours - Fri, Sat, Sun, Mon - 7am-6pm

The Communications Center Operator role involves managing telephone communications, scheduling appointments, and providing information within a large university and medical center environment. The position requires strong communication skills, multitasking ability, and knowledge of office procedures and relevant software

Job Summary

The Communication Center Operator is responsible for answering all incoming calls, scheduling appointments, answering emergency calls and taking messages. The position requires knowledge of business office procedures, strong grammar, spelling, punctuation, and typing skills. The operator must answer calls pleasantly and helpfully, speak clearly and concisely, and accurately follow both oral and written instructions. Additionally, the role involves sorting and filing materials correctly by alphabetical or numeric systems. The operator facilitates communication within the hospital system using multiple communication tools and serves as the Information Center for staff, physicians, and the community.

Duties and Responsibilities by Level:

Level 1

• Manage a high volume of incoming calls and information flow in a large university and medical center environment.
• Answer calls on a multi-line system; identify caller needs; route and transfer calls to the appropriate department or individual.
• Use software databases to research and provide accurate information (e.g., department referrals, scheduling/appointment lines).
• Maintain a clear, professional speaking voice and deliver courteous, consistent customer service.
• Demonstrate strong listening skills, clear diction, sound judgment (including in emergencies), and the ability to multitask.
• Maintain confidentiality and handle sensitive information appropriately.
• Use computers effectively, including email and word processing in a Windows environment; talk and type simultaneously as needed.
• Apply basic knowledge of healthcare operations and medical terminology in daily communication.

Level 2 - In addition to the duties described for Level 1, Level 2 personnel will:

• Participate in cross-team projects to develop and document procedures for triage and problem resolution for VoIP telephony-related services.
• Participate in an on-call/coverage rotation providing 24x7x365 support.
• Support technical escalation of phone issues by collaborating with application and operations teams.
• Provide guidance and day-to-day support to newer staff via team chat and other channels.

Level 3 - In addition to the duties described for Level 2, Level 3 personnel will:

• Serve as a technical lead/subject matter expert, demonstrating proficiency in one or more defined areas.
• Serve as a team lead as needed, supporting management with day-to-day workflow coordination and staff oversight.
• Assist management with planning, designing, and implementing enterprise and technology solutions.
• Collaborate effectively with customers, management, staff, and other stakeholders to drive timely resolution and service improvements.
• Use advanced knowledge to troubleshoot complex issues, identify root causes, and drive problems to resolution.

Education and Experience Requirements

• A high school diploma or GED is required.
• At least two years of medical office experience and one year of office switchboard experience are mandatory.
• Basic computer and keyboarding skills are necessary.
• Flexibility to work various days and hours is expected.
• A minimum of one year's experience in a Community-Based Organization or Customer Service is also required.

Preferred Skills

• Proficiency in written and verbal English and an additional targeted language.
• Exceptional customer service skills and pleasant telephone manner.
• Working knowledge of Microsoft Office applications on PC

Required Qualifications by Level

Level

Experience Required

Operator 1

One year of IT or Call Center experience

Operator 2

Three years of Call Center experience

Operator 3 Five years of Call Center experience

This progression reflects an increase in responsibility and expertise within the emergency communications field.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individuals age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.