7a-3p
Job Summary
The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.
Essential Functions
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Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
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Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
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Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
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Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
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Coordinates communication for emergency codes and disasters, ensuring timely notifications to on-call and rapid response staff as needed.
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Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
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Provides instructions to patients for accessing external operators for long-distance calls and assists with any other general inquiries.
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Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
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Performs other duties as assigned.
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Maintains regular and reliable attendance.
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Complies with all policies and standards.
Qualifications
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0-2 years of experience in customer service, call center, or healthcare setting required
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1-2 years of switchboard experience preferred
Knowledge, Skills and Abilities
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Proficient in operating switchboard or telecommunications equipment.
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Excellent verbal communication and customer service skills.
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Ability to manage high call volumes in a calm and professional manner.
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Strong organizational skills with attention to detail.
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Capable of handling emergency communication processes effectively.
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Knowledge of hospital policies, codes, and procedures is a plus.
