Switchboard Operator Lead - 3:00 PM 11:30 PM

Under the direction of the Director of Security, Emergency Management & EHS; oversees the daily operations of the medical center’s switchboard.  Performs telephone answering, paging and other telecommunication services utilizing the MediCall and Spok systems. 

Position: Switchboard Operator Lead

Department: Communications

Schedule: Full Time: 3:00 PM – 11:30 PM, Monday - Friday & Rotating Holidays

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Performs telecommunications functions without requiring constant supervision.

• Reports to Director of Security, Emergency Management & EHS

• Must be able to effectively communication with all medical center personnel and the general public in a professional manner.      

• Provides superior customer service to internal and external clients, customers,

• and patients as referenced in the Service Excellence Standards.

• Responsible for scheduling of staff seven days per week, including vacation and sick time coverage.

• Ensures that the switchboard is adequately staffed at all times.

• Skilled utilization of the computerized telephone/paging system (MediCall) (includes data input).

• Assures operators are competent regarding codes and stat pagers, including set up and training.

• Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.

• Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor " Wandering System," Program and issue pagers/beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.

• Record and report telephone related problems to the Help Desk to be assigned to Telecom for service/repair.

• Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.

• Capable completion of and utilization of numerous on-call schedules.

• Process calls regarding "Interpreter Services" following established procedures.

• Respond to and process TDD calls.

• Act as Security Dispatch and Patient Information during off-hours.

• Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.

• Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.

• Maintain a professional, pleasant and helpful manner.  Communicate in a warm and courteous manner.

• Anticipate customer needs and be flexible in responding to them.

• Monitor all alarms and respond/report according to Medical Center procedures.

 Responsibilities/Non-Essential Functions: 

• Performs related duties as needed and assists occasionally in special projects as requested.         

• Reports immediately to the l Director of Security, Emergency Management & EHS any deviation of normal operation.

• Reports immediately to the Director of Security, Emergency Management & EHS of any unusual occurrences related to patients, staff, general public or self.

• Reports all incidents and/or breaches of procedures to the Director of Security, Emergency Management & EHS.   

• Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.

• Is accountable for abiding by all relevant medical center policies and procedures.

• Is accountable for accurately recording/reporting all technical information relative to codes, etc.

• Is accountable for observing all policies and procedures of the department and the medical center.

JOB REQUIREMENTS

EDUCATION:

• High school, or equivalent.

 Minimum Experience: 

• Two years experience in a business or medical related field with heavy telephone usage. 

• Ideally will have performed telephone operator or call director duties in the healthcare field. 

• 1 year of Supervisory experience.

• Customer service experience a must.

Minimum skills/abilities:

• Excellent interpersonal and communications skills. 

• Ability to speak clearly and precisely. 

• Excellent grammar. 

• Flexibility in a fast paced hectic environment. 

• Patience under pressure. 

• Kindness and sensitivity to all the people we serve.