Physician Telecommunications Operator I - PBX & PAS

Position Details

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only designated Level 1 Trauma Center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Active - Benefit Eligible and Accrues Time Off

Work Hours per Biweekly Pay Period: 80.00
Shift: Monday-Friday 6am-2:30pm with Rotating Weekends/Holidays
Location: 1324 Lakeland Hills Blvd Lakeland, FL
Pay Rate: $18.22-$20.96Position Summary

Serving as the primary communications hub for Lakeland Regional Health, this role requires exceptional accuracy, rapid decision-making, and steady professional composure. You will coordinate high-volume call activity and urgent clinical alerts, ensuring timely, reliable communication across patients, providers, and hospital teams.

Position Responsibilities

People At The Heart Of All We Do

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.

Safety And Performance Improvement

• Behaves in a mindful manner focused on self, patient, visitor, and team safety.
• Demonstrates accountability and commitment to quality work.
• Participates actively in process improvement and adoption of standard work.

Stewardship

• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.

Standard Work Duties: Physicians Answering Services Operator

• Emergency Response: Prioritizes emergency calls, answering Codes within 6 seconds to ensure immediate mobilization of medical teams.
• Precision Dispatching: Utilizes Amtelco and PerfectServe to accurately relay instructions and locate providers, ensuring timely communication.
• Performance Metrics: Expected to maintain a 90% Service Level and <2% Call Abandon Rate to ensure operational efficiency
• Consultation Processing: Processes STAT consults within 5 minutes and routine consults within 30 minutes to strictly adhere to patient safety protocols.
• Operational Continuity: Maintains accuracy and composure during high-volume periods, staffing surges, or technical disruptions.
• Surge & Relief Coverage: Provides essential backup coverage with minimal notice during community emergencies or unexpected staffing shortages to ensure uninterrupted communication flows.
• Standard Work Adherence: Strictly adheres to all department-specific Standard Operating Procedures (SOPs) and protocols to ensure consistent, high-quality patient care and operational alignment.
• Additional Duties: Performs other duties as assigned, demonstrating flexibility and a proactive willingness to take on new challenges to support overall department objectives.

Competencies & Skills

Essential:

• Minimum typing speed of 35 WPM with high accuracy.
• Ability to navigate multiple systems simultaneously (EHR System, Intranet, Amtelco, Microsoft).
• Demonstrated knowledge of medical terminology to ensure oral and written clinical information is relayed clearly and without error.

Nonessential:

• Bilingual (English/Spanish).

Qualifications & Experience

Essential:

• High School or Equivalent

Nonessential:

• Bachelor Degree

Other information:

Experience Essential:

Minimum of one (1) year of customer service or administrative experience in a fast-paced environment requiring simultaneous computer navigation and phone communication.

Experience Preferred:

1 to 2 years of direct experience in a medical contact center, hospital switchboard, or 911/emergency dispatch operations.

Prior experience in a healthcare setting utilizing physician scheduling software, complex medical terminology, or medical dispatch protocols.