Communication Switchboard Operator

Job Summary and Responsibilities

The Switchboard Operators work under the supervision of the Safety & Emergency Management Coordinator. The Switchboard Operators are the focus of communication for the entire CHI St. Alexius Health campus and its affiliates. The individual works in a call center environment, answers the main number for a minimum of two healthcare facilities and is responsible for processing all calls within the Network according to the protocols, procedures and guidelines of the Telecommunications Center.

• Responsible for processing all calls within the Network.
• Process calls according to Telecommunications guidelines and protocols (eg uses scripting, park and page, paging protocol, tone, side phones etc).
• Utilize good judgment, tact and diplomacy when handling difficult callers and in a manner always mindful of the complete satisfaction of the caller.
• Demonstrate understanding and knowledge of systems when handling stressful situations including but not limited to equipment/network failure.
• Answer calls with maximum ACD/Ready time and minimal wrap time to ensure attainment of benchmarks.
• Strives to exhibit the role model behaviours as noted in the Journey Beyond Excellence Standards.

Education:

High School graduate or equivalent. Post high school education in computers, customer service, office practices, medical terminology etc.

Experience:

Previous reception and customer service experience and experience with Microsoft Outlook and Windows.

Skills:

Excellent attendance and punctuality is essential. Computer ability, telephone proficiency and etiquette, basic office skills are required. Ability to respond and perform effectively in emergency and stressful situations is necessary.

Interpersonal

Skills:

Good communication skills are imperative due to the continual communications, both oral and written, with Medical Staff, Management, employees, patients, families and visitors. Accountable for own conduct and promotes and supports positive working relationships among staff, between disciplines.

CHI St. Alexius Health is a regional health network with a strong presence in North Dakota and surrounding regions. The Switchboard Operator will support multiple healthcare facilities across the network.

$15.00 - $19.82 /hour

We are an equal opportunity/affirmative action employer.