Switchboard Operator Lead

POSITION SUMMARY:

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 Medi Call and Spok systems.

• 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 (Medi Call) (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.

• Performs related duties as needed and assists occasionally in special projects as requested.
• Reports immediately to the 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.

• High school, or equivalent.

• 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.

• 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.

$16.22- $24.11

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