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This position is Benefit eligible; click here for an overview of available benefits.
This position is covered by the NP-2 Bargaining Unit; click here to review the current NP-2 Contract.
This position is in salary group TC-11; click here to review the current TC Pay Plan

Excellence, Teamwork, Leadership and Innovation. These are the values that define UConn Health, and we are looking for team members that share these same values. Our top-rated organization is looking for a full-time Telephone Operator to join the Call Center in the UConn Medical Group. This position is located in Farmington, CT.

At UConn Health this class is accountable for independently performing a full range of tasks. This position is a front-line position answering calls 24/7 for both internal and external callers, and responsible for striving to exceed customer expectations as the first line of contact for UConn Health. It involves answering calls operating a multi-line telephone or other electronic system, routing calls to requested location as well as assisting callers after hours with on-call providers. It requires a customer service, patient focused approach, while providing a professional, positive attitude and excellent patient experience. The department answers an average of 67,000 telephone calls a month, monitors 120 Stanley freezer and other alarms, pages on-call providers, and activates medical emergency codes and other emergency notifications as directed.

SUPERVISION RECEIVED:

• Works under the general supervision of a Lead Telephone Operator or an employee of higher grade.

EXAMPLES OF DUTIES

• Serves as a central answering point for incoming calls

• 24 hour answering service

• Monitors several alarms

• Provides assistance in arranging services for the hearing impaired

• Determines caller's needs and transfers caller to appropriate extension

• Answers telephone inquiries and provides general information regarding activities of the agency

• Receives, announces and activates emergencies and codes according to procedure

• Uses telephone, beepers, paging service, cell phones and signaling devices to locate persons

• Performs general clerical duties such as documenting, typing, filing, distribution and processing of mail, receiving deliveries, etc.

• Performs related duties as required.

MINIMUM QUALIFICATIONS REQUIRED

KNOWLEDGE, SKILL AND ABILITY:

• Knowledge of and ability to operate a telephone multi line console set, or other electronic telephone system

• Considerable interpersonal skills; oral and written communication skills

• Some clerical skills

• Pleasant tone of voice and ability to speak clearly, and distinctly in accordance with acceptable English usage

• Ability to follow written and oral instructions

• Customer focused attitude, and possess skills in proper telephone etiquette

• Ability to sit for prolonged periods of time

• Ability to utilize computer software

• Detailed oriented

• Dependability and good attendance record

GENERAL EXPERIENCE:

• Six (6) months of experience in the operation of electronic telephone systems or as an operator.

Substitution:

• One (1) year of experience providing regular periodic relief telephone operator coverage in a state agency may be substituted for the General Experience.

PREFERRED QUALIFICATIONS:

• Experience in an extremely fast paced, customer service environment

• Prior experience as a hospital operator with paging and activating emergency codes

• Ability to communicate emergency codes effectively both orally and through text messaging, while maintaining a calm professional demeanor

• Ability to have flexibility with schedule to work all shifts

• Ability to multitask and work effectively under pressure

WORKING CONDITIONS:

• Incumbents in this class may be required to work in tiring positions performing repetitious and monotonous tasks for extended periods of time. Team members are required to come into work in adverse weather conditions, weekends, holidays and must be flexible to work various shifts to meet department business needs.

SCHEDULE: 37.5 hours per week; various days and times Monday-Sunday

*******Must be flexible to cover all shifts and holidays when needed******

Why UConn Health

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.