Hebrew SeniorLife employees set the highest standard in our commitment to redefine the experience of aging. With compassion, resilience, and determination, we make a difference in the lives of patients, residents, their families, and the broad senior care community every day. And they in ours as well. These life-changing connections give our work meaning and fuel our desire to advance our potential. To be all that we can be. At Hebrew SeniorLife, that’s uniquely possible. Because here we’re supported to always keep growing. And as we do, so does our collective impact.

Our benefits include:

• Excellent medical and dental benefits, available on your first day for positions over 24 hours/week
• A 403b retirement plan open to all employees, including per diems
• Generous paid time off
• On-site health and wellness programming
• Tuition reimbursement and scholarships
• An employee recognition program

The telephone operator will be responsible for operating the main telephone switchboard in Hebrew Rehabilitation Center’s reception areas.  Answer phones and troubleshoot calls. Maintain post at assigned entrance, providing customer service assistance to callers, visitors, patients and employees.  Also functions as a Dispatcher for the Security Department and Valet Department  monitoring Alarms and emergency phone systems, as well as valet vehicles.  The position will work under the supervision of the Telephone Operations Supervisor.

Core Competencies:

• Puts Customer Service first: Ensures that patients and families receive the highest quality of service in a safe, caring and compassionate atmosphere which recognizes the individuals’ needs and rights
• Maintain the confidentiality and security of all facility and patient related information (HIPPA)
• Follow standard and prescribed safety regulations
• Deal effectively and tactfully with difficult situations, be able to act decisively and immediately in crucial situations.

 Position Responsibilities:

• * Work from written requisitions or verbal instructions
• * Answer phones and troubleshoot calls
• * Operate the main telephone switchboard in HRC’s reception areas. Perform a variety of reception and clerical duties as assigned by Operations Supervisor.
• Assume function as a dispatcher for the Security Department and Valet Department as assigned.
• * Operate telephone switchboard following established procedures. Route calls, take and relay messages as appropriate, provide authorized information to callers and visitors as appropriate, record outgoing long-distance calls in logbooks according to established procedures.
• Make regular overhead announcements regarding special activities, functions and emergency situations; attempts to locate staff and patients in accordance with established procedures.
• Perform special fire and fire drill tasks following established procedures.
• * Perform receptionist and customer service duties to callers, staff, patients and visitors in accordance with standing procedures, answering questions as appropriate and directing persons to areas/functions when authorized.
• * Monitors entry/egress to and from HRC facilities, enforcing standing policies/procedures in regard to employee and visitor identification.
• Accept/Sort packages, deliveries and mail in accordance with standing protocols, notifying intended recipients and ensuring timely delivery. Sort newspapers and deliver to floors.
• Report unusual occurrences to the Security Department as necessary, documenting incidents/unusual circumstances as directed by supervisor. When give BOLO updates, record in BOLO book.  Alert Security to BOLO’s on premises as well as wanderers leaving the property.
• Test Code Blue Beepers two times a day; once during the day shift, and night shift recording time and name of person responding.
• Announce Code Red (fire alarms) or other codes when instructed to do so, and follow procedures. Prepare repots for Code Red and Code Blue.
• Assist Mobilized Boston participants, insuring that their arrival is made a number one priority. Assist with Great Days for Seniors as needed.
• Dispatch and answer radio calls from Security, logging all calls into Security log.
• Maintain Death Certificates and issue to undertakers in a timely manner.
• Assist Ambulance Company with new admissions, making sure the patient is in the system and instructs them where to go. Notify social worker of patient arrival.  Also notify Security so that they can secure/receive patient.
• Keep constant eye on identipass alarms, oxygen alarms, engineering alarms, and elevator alarms, notifying proper person when alarm sounds.
• Assist overnight staff with valet receipts.
• Assist Security with parking decals and license plate numbers as necessary.
• Assist visitors and employees with Taxi’s and “The Ride”.
• Assist visitors with obtaining wheelchairs.
• Note and bring to attention of appropriate supervisor recurring or otherwise patterned repair problems
• Complete assignments with minimal assistance and total follow up
• Exercise initiative, seeking additional tasks and projects from supervisor
• Detect and report defective material and unusual conditions to Operations Supervisor. Fill out “Be Safe” sheets and report problem to appropriate departments.
• When requested, issue pet policy forms and guidelines and record information in Pet Visitor Safety database.
• When instructed, post closings of units from Infection Control.
• When requested, assist Development Office with mass mailings.
• Fill out work orders and send to Engineering for minor maintenance issues.
• Follow protocol from Blood Delivery.
• Follow protocol for Mass Mutual Aid Plan.
• Follow protocol for DPH.
• Follow protocol for Media or Response.
• Maintain professional appearance at all times
• Perform other related duties as required or directed

Qualifications

• High School Diploma or equivalent required.
• A minimum of 1 year related experience
• Fluent in English (speak, read and write)
• Excellent communication skills
• Excellent customer service and interpersonal skills
• Ability to work with confidential information and exercise good judgment as needed.