Switchboard Operator

Overview

Shift: 1:00pm - 9:30pm with every other weekend rotation. Switchboard Operators answer incoming calls to all five hospitals and determine appropriate resolution. They respond to internal and external calls in a timely, courteous manner; forward calls, contact requested physicians and staff, and communicate messages. Operators monitor a variety of alarm systems and notify outside public agencies of messages, alarms, codes, and emergencies as per policies and procedures.

They provide answering service to a variety of agencies after hours and on weekends and complete other duties under the direction of the Manager, Call Center. USD 16.50/Hr (maximum USD 24.82/Hr
).

• High School diploma required.

• Experience in telephone operations, communications, call center, customer service, or a related environment required.
• Ability to multitask in a fast‑paced environment.
• Proficient working with technology and possessing a problem‑solving aptitude.

• Exceptional customer service, active listening, and verbal and written communication skills with a professional demeanor.
• Knowledge of all tasks performed in the call center necessary to provide optimum internal and external customer satisfaction and facilitate one‑call resolution.
• Demonstrated patient relations and interpersonal skills, including the ability to work with diverse people and handle angry or upset customers.
• Working knowledge of computers; ability to enter and retrieve data, electronically notate 1‑call software, and use other required applications and systems.
• Must be able to use a multi‑function phone system.
• Detail orientation, critical thinking, and problem‑solving ability.
• Excellent oral and written communication and customer‑service skills, with the capacity to remain calm and professional in high‑stress situations.
• Ability to remain flexible, exercise sound judgment and initiative in stressful situations.
• Ability to manage competing priorities and work independently in a rapidly changing environment.

• Answer incoming calls for all five Memorial Health System hospitals (Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial, and Taylorville Memorial).
• Provide after‑hour answering service for approximately 25 physicians or departments, correctly following established protocols.
• Acknowledge and appropriately respond to emergent parking lot polls, elevator phones, and engineering panels, including fire, panic alarms, and generator testing.
• Dispatch, monitor, and track emergent codes and rapid responses.
• Complete all steps of surgery/trauma activations for after‑hour emergency calls, verify patient identity, identify appropriate on‑call team, and facilitate tracking.
• Coordinate with departments, funeral homes, and security to transfer the release of remains according to established protocol.
• Enter or change on‑call schedules as needed.
• Act as a resource for colleagues and lead by example.
• Demonstrate flexibility, organization, and the ability to function well under stress.
• Possess knowledge of hospital and department policies and procedures related to the call center.
• Communicate effectively with callers and colleagues with attention to detail and problem‑solving aptitude.
• Manage all overhead paging requests 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 – put safety first in everything you do.
  • COURTESY:
    Serve Others – treat others with dignity and respect; project a professional image and positive attitude.
  • QUALITY:
    Improve Outcomes – continually advance your knowledge, skills, and performance to achieve superior results.
  • EFFICIENCY:
    Reduce Waste – use time and resources wisely to prevent defects and delays.