Switchboard Operator

Switchboard Operator role at Memorial Health.

Switchboard Operators are responsible for answering incoming calls to all 5 hospital and determining the appropriate resolution.

Provide answering service to a variety of agencies after hours and on weekends.

Abide by Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality and Efficiency.

• High School diploma required.

• High School diploma required.

• Experience in telephone operations, communications, Call Center, customer service or related environment required. Ability to multitask in a fast pace environment. Proficient working with technology and possess a problem solving aptitude.

• Exceptional customer service, active listening, and verbal and written communication skills, professional demeanor.
• Knowledge of all tasks performed in the Call Center necessary to provide optimum internal and external customer satisfaction and provide the opportunity for one call resolution.
• Demonstrates superior patient relations and interpersonal skills;
  Requires ability to work with diverse people and deal effectively with angry and/or upset customers.
• Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate 1 call software, and other required applications/systems. Must be able to use a multi-function phone system.
• Must demonstrate detail orientation, critical thinking, and problem solving ability. Process calls according to given situation.
• Must demonstrate excellent oral and written communication and customer service skills, with ability to maintain a calm and professional demeanor in high stress situations.
• Demonstrated ability to remain flexible, and consistently exercise sound judgment and initiative in very stressful situations.
• Ability to effectively manage competing priorities and work independently in a rapidly changing environment.

• Answers incoming calls for all 5 Memorial Health System (MHS) hospitals, Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial and Taylorville Memorial.
• After hour answering service for approximately 25 physicians/departments.
• Acknowledge and appropriately respond to Emergent Parking Lot Polls, Elevator phones, engineering panels which includes fire, panic alarms, and generator testing.
• Able to correctly answer, dispatch, monitor, and track emergent codes and rapids.
• Completes all steps of surgery/trauma activations for after-hours emergency call in teams; verifies patient identity information through appropriate tools. Identifies appropriate on call team based on policy and procedures. Facilitates appropriate tracking on all teams.
• Coordinate with departments, funeral homes, and security to efficiently transfer the release of remains, according to established protocol.
• Enter and/or change on call schedules as needed.
• Act as a resource for colleagues and lead by example.
• Demonstrates an ability to be flexible, organized and function well in stressful situations.
• Knowledge of hospital, department policies and procedures related to Call Center.
• Communicates effectively with callers and colleagues with attention to detail and problem solving aptitude.
• Responsible for all overhead paging including request from security, engineering and other departments.
• Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.
• SAFETY:
  Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.
• COURTESY:
  Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.
• QUALITY:
  Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.
• EFFICIENCY:
  Reduce Waste - I use time and resources wisely. I prevent defects and delays.

Entry level

Full-time

Administrative

Hospitals and Health Care

Decatur, IL

USD $16.50/hr. (Max $24.82/hr.)