Switchboard Operator

Overview

Receives and processes incoming and outgoing calls for the Communications department. This position handles internal and external calls, provides information on request, and supports emergency and paging operations.

• Answers, transfers, and directs internal and external incoming calls including but not limited to physicians, hospital staff, and patients to proper numbers.
• Provides 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 other callers.
• Determines appropriate actions 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 the correct people.
• Handles multiple tasks simultaneously.
• Is dedicated to meeting the expectations and requirements of internal and external customers; collects firsthand customer information and uses it for service improvements; acts with the customer in mind.
• Maintains confidentiality.

• 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.
• Maintains thorough knowledge of Amcom system operations 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 other operators immediately, including updates to the oncoming shift change operator(s).
• Keeps work area clean and safe.

• Able to program long-range papers through outside vendors.
• Able to distribute and explain functions of pagers.
• Able to receive pagers for repair and record proper information.
• Work with customers in troubleshooting issues and/or replacing pagers.
• Call the paging system vendor (American Messaging) for issue management.
• Can effectively work under pressure.
• Monitors Emergency Code Pager notifications and assists other operators as needed, including exchange of information.

• Maintains exceptional guest relations and promotes the hospital/system philosophy.
• Interact with clients, patients, visitors in a helpful, courteous, and results-oriented manner, according to established guidelines.
• Use proper telephone etiquette and act in a courteous and professional manner on all calls.
• Respect ideas, opinions, and assistance from peers, management, and hospital staff to promote a team environment.
• Participate in quality and process improvement efforts.
• Encourage and treat 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.

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

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

• May require weekends and holidays.
• If applicable, lifting up to 35 pounds; use patient handling equipment for heavier lifts with assistance when needed. Specific lifting requirements may be case-by-case.

This job description indicates the general nature and level of work expected. It is not designed to cover all activities, duties, or responsibilities. The incumbent may be required to perform other related duties.