WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION
Switchboard Operator
MAIN FUNCTION:
Answers switchboard to relay all interoffice, incoming and outgoing phone calls; operates pager systems for authorized personnel; answers Medic Alert and Doctor's Registry phone systems; handles overhead paging for code blue, fire, and other emergency situations.
RESPONSIBLE TO: Telecommunications Specialist & Switchboard Supervisor
MUST HAVE REQUIREMENTS
-
High School diploma or GED.
-
No written disciplinary action within the last 12 months.
-
Computer experience, Word Processing, Windows.
PREFERRED ATTRIBUTES:
-
Previous business office and switchboard experience.
-
Demonstrated effective oral communication skills.
-
911 dispatcher experience
-
Contact/Call Center experience
Duties and Responsibilities:
Operations:
-
Follows Appropriate Service Standards while performing and documenting the check list per shift and written policies
-
Maintains Operator Console, and Code instructions per guidance from the Life Safety Committee
-
Pages authorized personnel according to established procedures.
-
Answers, prioritize and document Medical Alert calls
-
Performs paging for emergency situations, such as, fire, code blue and other disaster codes. Documents actions in detail. Functions in professional manner, prioritizing critical communications in a calm demeanor.
-
Prepares outgoing mail by stamping, bundling, and certifying when appropriate.
-
Prepares daily on-call lists and Doctor's Registry lists. Updates as indicated throughout day.
-
Processes patient valuables according to procedure
-
Maintains time sheet in regard to vacation, sick and personal time. Submits corrections for missed punches.
-
Maintains awareness of verbal / non-verbal communication in interactions with staff, other departments, customers, physicians, patients and families.
-
Models effective communication and professionalism in all interactions with switchboard staff and hospital departments.
-
Demonstrates empathy and understanding in communication of issues with customers.
-
Properly utilize chain of command for all issues beyond capability
-
Maintains patient and staff confidentiality in all communication interactions written, verbal, electronic and digital.
-
Maintains documentation and logs to ensure that accurate information is available to staff and customers.
-
Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external.
-
Develop positive relationships with other departments to foster patient satisfaction.
-
Promotes a positive team culture focused on reliability, courtesy, and service excellence in all switchboard interactions.
Performs other duties as necessary or as requested by the Telecommunications Specialist & Switchboard Supervisor.
