Operator Services - Switchboard

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values — integrity, patient-centered, respect, accountability, and compassion — must guide what we do, as individuals and professionals, every day.

• Process Emergency Life Safety Codes
  • Answer code line on first ring
  • Page appropriate personnel according to policy and procedure with no exceptions
  • Complete code procedure within 30 seconds
  • Document codes as instructed
• Answer and accurately process calls
  • Answer each call by the fourth ring
  • Handle 60-80 calls per hour with 95-100% accuracy
  • Document each caller's request for paging as required
  • Demonstrate efficient and accurate use of call processing software/hardware daily
  • Make audio pages and announcements correctly and professionally
  • Process calls according to established procedures within 15-30 seconds
• Demonstrate positive peer and customer relations skills
  • Show courteous and positive customer relations on the phone with patients, public, medical staff, and employees
  • Maintain professionalism under duress
  • Exhibit reliable, professional, ethical work habits contributing to a positive work environment
• Manage pagers
  • Execute exchanges via vendor portal
  • Update databases with relevant information
  • Ensure cost center, name, department information is correct
• Maintain on-call schedules of hospital personnel
  • Complete schedules by the first day of each assigned month with 100% accuracy
  • Follow schedule with 100% accuracy
  • Perform all related departmental duties as needed or assigned with accuracy and completeness

• Education:
  
  High School Graduate or GED required
• Experience:
  
  Experience utilizing computers in an office environment required; experience answering telephones in a high call volume environment preferred; knowledge of Cisco and Spok software preferred
• Special skills:
  Ability to type at least 35 WPM; function successfully in a team and independently; excellent decision-making and customer service skills

While performing the duties of this job, the employee is regularly required to sit; use hands to write, type, handle items; and talk or hear. They are frequently required to reach with hands and arms. They are occasionally required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception.

The noise level in the work environment is usually moderate but in emergency situations can become high level. Ability to concentrate is essential. The Associate must make use of a headset style answering device on or in ear(s). There may be a considerable amount of mental stress. Must be able to easily and accurately distinguish colors and shades in order to accurately identify alarm signals and visual cues on the PC.

Must have the ability to distinguish variations in audible alerts and alarms. Must be able to quickly reset alarms, computers and UPS systems which are located throughout the Operator Services location. Must have an exceptional command of the English language and speak clearly with accurate pronunciation of words to ensure the accurate communication of verbal information, particularly in times of crisis or stress.

May be required to staff one or more of the call centers operated by YNHHS. Travel to different call centers required as necessary. Must have access to reliable transportation and is expected to report to work during major weather events. Adherence to hospital dress code is required at all times. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.

YNHHS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other protected characteristics per applicable laws.

YNHHS Requisition