Senior Telecom Center Specialist

The Telecommunications Department supports both routine and emergency activities across the health system's four acute care hospitals and provides off-hours support for the rehabilitation hospital. This team operates 24/7 and serves as the first point of contact for all external and internal inbound calls.

This position will be part-time (8 hours per week); day shift

The Senior Telecom Center Specialist functions as a lead within the Telecommunications Center, especially in the absence of a supervisor or manager. This role requires the ability to act decisively and independently in high-pressure, fast-paced environments. The Senior Specialist is expected to maintain professionalism, compassion, and composure while setting a positive example for the team.

• Acts as point of contact for critical issues requiring immediate attention.

• Leads daily activities of the Telecommunications Center.

• Provides mentorship and 1-on-1 shadowing for new hires.

• Conducts campus tours and supports onboarding/training of new staff.

• Demonstrates strong decision-making skills to preserve life and property.

• Answers and routes high-volume, multi-line telephone calls efficiently and professionally.

• Maintains customer service excellence, ensuring interactions are timely, confidential, and respectful.

• Supports a collaborative team model emphasizing respect and communication.

• Works off-shifts as needed to meet business demands.

• Responsible for initiating and completing all aspects of emergency activation processes.

• Captures all emergency call details accurately, using error-prevention tools.

• Executes audible overhead announcements and pager activation promptly.

• Documents emergency events in detail, including:

  • Date, time, location

  • Type of emergency

  • Any processing errors (e.g., incorrect/missing info, equipment failure)

• De-escalates agitated or irate callers with professionalism and empathy.

• Fields and redirects hand-off calls as appropriate.

• Ensures consistent delivery of relevant information to all callers.

• Required: High school diploma or equivalent

• Preferred: Associate's Degree in Healthcare, Administration, or a related field

• None required

• Minimum 15 months in good standing as a Communication Center Operator

• No Performance Management Corrective Interventions in the last 6 months

• No yellow (or higher) level interventions in the past 12 months

• Demonstrated leadership ability in a fast-paced environment

• Experience working across all shifts

• Strong knowledge of:

  • Hospital operations

  • Emergency management protocols

  • Scheduling systems

  • Medical terminology

• Organizational and communication skills (written and verbal)

• Ability to:

  • Prioritize under pressure

  • Maintain confidentiality and professionalism

  • Exhibit analytical and problem-solving skills

  • Support a team-based, respectful work culture

• Proficiency in:

  • Telecommunication systems

  • Microsoft Office Suite

  • Typing speed of 40 WPM preferred