Switchboard Operator

Position:
Switchboard Operator

Department:
Communications

Schedule:

32 hours, Tuesday-Friday 3:00pm to 11:00pm

I. Position Function:
Under the direction of the Lead Operator, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems. Performs telecommunications functions without requiring constant supervision.

II. Job Relationships:
Reports to Lead Operator and to the Director of Telecommunications Must be able to effectively communication with all medical center personnel and the general public in a professional manner.

III. Authority:
Refer to Job Responsibilities.

IV.

A. Responsibilities/

Essential Functions:

Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards. Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input). 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,  Issue 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 Lead Technician. 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.

B. Responsibilities/Non
- Essential Functions:

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

V. Reporting Requirements:
Reports immediately to the lead operator any deviation of normal operation. Reports immediately to the lead operator of any unusual occurrences related to patients, staff, general public or self. Reports all incidents and/or breaches of procedures to the Lead Operator.

VI. Accountability:
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 or observing all policies and procedures of the department and the medical center.

EDUCATION:

High school diploma or GED

EXPERIENCE:

One year experience in a business or medical related field with heavy telephone usage. Ideally will have performed telephone operator or call director duties. Customer service experience a must.

KNOWLEDGE AND

SKILLS:

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.

Compensation Range: $16.29- $24.21 This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans

Working at Boston Medical Center is more than a job. It's a chance to make a difference as part of our mission to provide exceptional and equitable care to all. As a nationally-recognized leader in health equity, nursing, initiatives to combat climate change, and many other areas, BMC is dedicated to improving the health of our community in Boston and beyond.

BMC's mission to provide exceptional care without exception extends to our employees, and we have been recognized as a top employer and best place to work. A strong sense of teamwork and…