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Console Operator

United States, Jacksonville · Job Posted May 03, 2026
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Job Description

Baptist Health is looking to add a Console Operator to our Baptist IT Center team. As a Console Operator, you are the voice of Baptist. Console Operators welcome and address the needs of internal and external callers whose calls are directed to any of our Baptist Medical Center Hospitals and stand-alone Emergency Rooms located within the Northeastern region of Florida. They prioritize, answer, and respond to incoming calls received on the emergency line for the Baptist Health System and alert hospital emergency response teams through effective communication using the appropriate emergency communication management system.

Job Responsibility

  • Welcoming, addressing, and ensuring first call resolution to meet the needs of internal and external callers
  • Prioritizing, answering, and responding to incoming calls received on the internal emergency line
  • Handling incoming calls for all Baptist Medical Center Hospitals and stand-alone Emergency Rooms
  • Managing hospital emergency lines by leveraging hospital emergency procedures
  • Understanding and communicating after-hour emergency on-call schedules for hospital departments
  • Acting as a gatekeeper to screen calls for hospital leadership and staff members
  • Handling calls for dedicated marketing campaigns
  • Assisting patients and staff members with making long-distance calls
  • Operating communication systems such as telephone, switchboard console, intercom, Cortext, Vocera, or paging systems
  • Reviewing and maintaining knowledge of all updated policies, procedures, and hospital information
  • Answering telephones promptly and courteously
  • Greeting and welcoming callers in a warm and friendly manner
  • Providing complete and accurate information in a timely manner
  • Achieving or exceeding goals for key performance metrics
  • Open to help train new employees

Requirements

  • Less than one year of related experience required
  • High School Diploma Required
  • Associate of Arts/Science Preferred

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