Switchboard Operator - PRN

Job Description Summary
The Switchboard Operator/Communications Specialist coordinates telecommunications services for an assigned geographic area of the state or performs advanced operator functions supporting the state's central telephone switchboard operation. Supervises and assists attendants in the proper handling of telephone calls. Maintains directory assistance listings. Answers service-related calls for the operations center. Resolves system problems by phone or places service orders for subsequent repairs.

Coordinates telecommunications services within the assigned area. Serves as liaison with vendor and agency coordinators to ensure efficient service. Reviews and verifies monthly charges; determines departmental costs.

Entity
Medical University Hospital Authority (MUHA)

Worker Type
Employee

Worker Sub-Type
PRN

Cost Center
CC000796 COL - Cashiering (DMC)

Pay Rate Type
Hourly

Pay Grade
Health-23

Scheduled Weekly Hours
16

Work Shift

Job Description

Entity/Organization:
MUHA (Medical University Hospital Authority/Medical Center)

Hours Per Week
: PRN (minimum of 16 hours per week), Must be able to train on first shift for 6 to 8 weeks. Working hours are Weekends, Saturday, and Sunday, primarily 2nd shift and occasionally 3rd shifts. Additional hours are available if desired during the week. Holidays are required and are rotated between all available staff.

FLSA Status: Hourly



Job Description /

Summary:


The Switchboard Operator operates the entire Telecommunications System PBX switchboard which includes paging of personnel and physicians, paging appropriate emergency codes and notifying personnel. Answers incoming calls. Places outgoing calls as needed. Announces the ending of visiting hours. Operates portable paging equipment when contact is made by security staff. Announces fire drills, actual fire alarms, disaster drills and actual disasters when required.

Establishes a positive contact with the public by communicating precise information to families and visitors.

Facilitate all emergency codes such as Fire, BERT events, Code Lockdowns, Medical Emergencies of multiple types, including alert notifications through SPOK . Monitor all internal alarms and notify appropriate personnel for resolution: MRI emergency response activations, monitor Medical Supply Status panel, various Blood Bank temperature gages, Temperature gages in the Information Technology Computer room, temperate gage in the morgue, monitor the hospital Generator and Boiler alarms.

We track our 911 phone system and process all emergency calls on our code phone. We professionally overhead page hospital announcements. We follow hospital policies protecting patient safety, confidentiality, and HIPAA compliant regulations.

Serves as point of contact for all internal and outside callers contacting the hospital main telephone line. Requires strong customer service skills answering and directing calls to appropriate destinations including multiple campus locations. Call processing duties include, but are not limited by locating patients, identifying whether calls are billing related or medical records, off site office locations, material management, marketing, patient advocacy, familiar with the hours of operations of hundreds of departments and/or offices utilizing means of contacting thousands of employees.

Assist other healthcare providers and pharmacies in need of prescription verifications.

Processes all after hours request for emergency ancillary services and facilities management such as:
Administration, Trimedx, Infectious Disease, Plant Operations, Dietary, Echo, Nuclear Medicine, Ultrasound, MRI, Pastoral Care, Social Service, Information Technology and Telecommunications. We work closely with our hospital Nursing Administrators aiding as needed.

Defuses customer caller complaints and if unresolvable at this level, we forward to the appropriate management or patient advocacy. Offer directions to callers unfamiliar with facility locations. We assist with needs for patient portal enrollment. Assist callers having difficulty navigating any department phone trees.

Minimum Training and Education
:

Requires strong customer service skills. Medical terminology preferred. This is a call-center atmosphere. Responsibilities involve critical thinking, analytical thinking, organizational and multitasking skills. Must be efficient with data entry and keyboard functions.

Work Experience
:
Minimum of 6-months in a similar work environment.

Education: High School Degree or Equivalent

Physical Requirements: Ability to perform job functions while standing. (Frequent) Ability to perform job functions while sitting. (Frequent) Ability to perform job functions while walking. (Frequent) Ability to climb stairs. (Infrequent) Ability to work indoors. (Continuous) Ability to work from elevated areas. (Frequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist.

(Frequent) Ability to…