Switchboard Operator

Department: 11597 Advocate Sherman Hospital
Status:
Part-time
Benefits Eligible:
Yes
Hours Per Week: 24

Schedule:

Monday, Friday and every other weekend 0700-3:30

Pay Range: $18.85 - $28.30

• Receives and processes incoming and outgoing calls for the Communications department.
• Answers, transfers, and directs internal and external incoming calls including but not limited to physicians, hospital staff, patients to proper numbers.
• Gives routine, non-interpretive information on request.
• Provides information on patient location and is familiar with call restrictions of each area.
• Assists fellow employees with exchange of information.
• Provides general information regarding the hospital and offices to patients, physicians, associates and all other callers.
• Determines what action to take when an immediate problem arises with the Cisco telephone system, Amcom system or Code issue.
• Provides an appropriate initial response to angry callers and contacts correct people.
• Maintains confidentiality.
• Handles multiple tasks simultaneously.
• Is dedicated to meeting the expectations and requirements of internal and external customers; obtains firsthand customer information and uses it for improvements in services; acts with the customer in mind.
• Follows proper protocol for all emergency procedures.
  • Monitors alarms and contacts proper personnel when needed.
  • Contacts proper individuals/departments for emergency situations.
  • Processes 911 calls from all sites connected to the Sherman campus switch.
  • Has thorough knowledge of the operations of the Amcom system and the Communications department.
  • Uses proper procedural sheets for documenting all codes.
  • Monitors Weather Radio and alerts appropriate personnel when necessary.
  • Communicates problems with staff or equipment to the other operators immediately, including updates to the oncoming shift change operator(s).
  • Keeps work area clean and safe.
• Follows proper procedure for all aspects of supporting the paging operations.
  • Able to program long range papers through the outside vendors.
  • Able to distribute and explain functions of pagers.
  • Able to receive pagers for repair and write down proper information.
  • Works with customers in troubleshooting issues and/or replacing pagers.
  • Calls the paging system vendor (American Messaging) for issue management.
  • Can effectively work under pressure.
  • Monitors emergency code pager notifications that the code has been paged out correctly and assists other operators when necessary, including exchange of information.
• Maintains exceptional guest relations and promotes the hospital/system philosophy.
  • Interacts with clients, patients, visitors in a helpful, courteous, and results-oriented manner, according to established departmental and hospital guidelines.
  • Uses proper telephone etiquette and acts in a courteous and professional manner on all calls.
  • Respects ideas, opinions, and assistance from peers, management, and hospital staff to promote a team environment.
  • Participates in quality and process improvement efforts.
  • Encourages and treats all associates and customers with respect, integrity and dignity.
  • Builds relationships by assisting coworkers with conference phone setup and/or patient room phones as needed.

Education/Experience

Required:

• High School Diploma or equivalent.
• 1+ year experience in a position requiring frequent interaction with customers, clients, students and/or prospects, either face-to-face or via telephone.
• Some experience in answering service/switchboard areas.

Knowledge, Skills & Abilities

Required:

• Computer and typing skills.
• Ability to speak, read, write and understand English clearly, as related to job activities.
• Excellent spelling and grammar.
• Good judgment and the ability to accomplish objectives with minimal direct supervision.
• Good communication skills.
• Analytical and problem-solving skills.
• Basic PC skills with ability to navigate in Windows environment.

Physical Requirements and

Working Conditions:

• May require weekends and holidays.
• Ability to lift up to 35 pounds without assistance. For patient lifts over 35 pounds or when the patient is unable to assist, patient handling equipment is expected to be used with at least one other associate when available.

• Base compensation listed within the pay range based on qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on call, and more based on a teammate's job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Benefits:
  Paid Time Off programs, medical, dental, vision, life, short- and long-term disability.
• Flexible Spending Accounts for eligible healthcare and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.