Communications Representative - Switchboard - Full-time

Full-time, 80 hours bi-weekly. Primary dayshift.  evenings and nights as needed.

Job Summary

Is responsible for the day-to-day administration of incoming and outgoing communications as a PBX hospital operator, including associated radio and paging networks. Monitors automated alarm systems and initiates emergency notifications. Maintains departmental administrative records. Provides general assistance with hospital-wide communications.

Supports, and is responsible for incorporating into job performance, the Frederick Health (FH) mission, vision, core values and customer service philosophy and adheres to the FH Compliance Program, including following all regulatory requirements and the FH Standards of Behavior.

Example of Essential Functions:

• Answers and directs incoming and outgoing telephone traffic.


• Possesses good telephone skills. Is able to answer multiple calls in a swift, accurate manner, including private physician’s phone, and nursing paging line.


• Answers and processes calls with a clear, understandable voice and pleasant manner. Demonstrates competence in the control and operation of the PBX console and associated equipment.


• Operates the overhead paging system in a clear, calm manner. Speaks with a clear and understandable voice, sends the correct message the first time.


• Demonstrates competence in the operation of all of the other methods for paging, Wireless Paging System, as well as Alpha Mate and console paging. Demonstrates competence in adhering to protocols of various physician and staff preferences in paging


• Responds promptly in a calm professional manner. Notifies appropriate personnel, departments, and off campus agencies via paging, radio and telephone systems according to operational procedures and department policy. Completes necessary notification records and documents response.


• Is able to promptly determine the location of various alarms and dispatch the appropriate response team.


• Must be able to prioritize response to the various alarms and phone calls


• Provides central radio dispatch control for hospital security department and maintains as request radio contact by changing frequencies with Plant Operations, Environmental Services, Couriers, and Home Medical Equipment during routine and emergency situations.


• Relays radio messages and related information to security officers in an accurate, timely and professional manner.


• Contacts and accurately relays information to law enforcement as well as other public agencies as situation warrant.


• Adheres to published protocols when contacting on call staff for ancillary departments. Must be completely accurate in record keeping for these calls.


• Provides patient room and telephone number according to established policy. Provides calling information to staff requests.


• Uses sound judgment when responding to patient information requests.


• Always answers each caller with the proper greeting, and always identifying the operator by first name.


• Helps to control access to patients who are “ Do Not Disturb” or “ Confidential”.


• Assists patients with 2nd party billing services for long distance calls generated in patient rooms.


• Aids with information on deceased patients and notifies security of funeral home acquisition of patient.


• Directs security officers when replacing defective patient telephone sets or TDY phones when notified by nursing.


• Without direction, initiates and utilizes proper pre-established back-up system.


• Obtains, records and reports trouble information according to established procedures.


• Documents all occurrences during system malfunctions.


• Obtains and maintains on call schedules for physician groups and ancillary departments.


• Obtains and maintains on call schedules for ancillary departments


• Maintains a high level of confidentiality when discussing patient and hospital related information.


• Assists all callers with their inquiries while still maintaining Patient Confidentiality.

Required Knowledge, Skills and Abilities:

• Must possess high degree of diplomacy when interacting with patients, visitors, staff, physicians and co-workers


• Excellent verbal and oral communications skills in order to effectively interact with callers/ customers of the hospital, as well as hospital staff and physicians. Must speak with a clear articulate voice.


• Attention to detail, with the ability to produce accurate work, oral as well as written.


• Ability to prioritize as well as remain calm in stressful situations during frequent interruptions.


• Familiar with various computer software, and possess proficient keyboard skills. Must be able to type 25 words per minute.

Minimum Education, Training, and Experience Required:

• High School diploma or GED required.


• A minimum of one (1) year experience in the operations of multi-line telephone systems and associated communications equipment.  Prefer high-volume call center experience.

 Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

         _          Performance of job does not require patient contact

 Physical Demands:

Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).  While work is mostly done sitting, a certain amount of walking or standing is often necessary.

Ergonomic Risk Factors:

Repetition:  Repeating the same motion over and over again places stress on the muscles and tendons.  The severity of risk depends on how often the action is repeated, the speed of the movement, the required force and muscles involved.

Awkward Posture:  Posture is the position your body is in and its effect on the muscle groups that are involved in the physical activity.  Awkward postures include repeated or prolonged reaching, twisting, bending, kneeling, squatting, working overhead with your hands or arms, or holding fixed positions.

Working Conditions:

1. Bloodborne Pathogens Exposure Risk:  Category C – NO exposure to blood or body fluids.

Reporting Relationship:

Reports to Manager

Caring for you as you care for the CommUNITY 

Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.

Pay is based on experience, skills and education. If position is part-time, salary will be pro-rated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable. 

Hourly range: $17.00 - $20.93