IT Hospital Contact Center Operator - Orlando Health - Lakeland - Full Time

Telecommunications Operator

The Telecommunications Operator manages high call volumes from patients, guests, and internal departments, ensuring efficient communication and outstanding customer service. This role plays a critical part in emergency response, call routing, and system monitoring.

Key Responsibilities:

• Answer and process high-volume calls with professionalism and accuracy
• Dispatch and coordinate codes, trauma calls, and emergency notifications
• Monitor alarm systems and notify appropriate personnel in real time
• Transfer calls using warm handoffs
• Utilize systems to process messages, work orders, and service requests
• Page physicians and on-call personnel as needed
• Initiate overhead announcements clearly and accurately
• Support 24/7 operations, including nights, weekends, and holidays
• Follow all Orlando Health policies and emergency protocols (HICS)

Additional Responsibilities:

• Maintain on-call schedules
• Participate in training and professional development
• Support compliance and continuous improvement

Qualifications:

• Education: High School Diploma or equivalent
• Experience: Call center or customer service experience preferred
• Licensure: None required

What We're Looking For:

• Strong communication and multitasking skills
• Ability to stay calm in high-pressure situations
• Attention to detail and accuracy
• Flexibility with scheduling