Switchboard Operator

Description JOB SUMMARY

The Doctors Call Center (DCC) provides centralized communication support 12 hours per day, 7 days per week for the organization and designated outside clients. The Switchboard Operator I is responsible for accurately routing incoming and outgoing calls, contacting providers and designated personnel, processing consult calls and after-hours patient calls, coordinating emergency and priority communications, and supporting communication, safety, and operational functions in accordance with established policies and procedures.

• Handles incoming and outgoing telephone communications, accurately routes calls to providers, departments, staff, and other appropriate parties; provides general information regarding office hours, locations, directions, and telephone numbers.
• Receives, documents, and processes consult calls and after-hours patient calls, contacting the appropriate on-call provider in accordance with established call schedules, departmental procedures, and provider-specific instructions.
• Coordinates emergency and priority communications, including Manned Response Team (MRT) calls, emergency codes, 911 calls, elevator emergencies, ER and STAT calls, and other urgent situations; initiates appropriate notifications, connections, and conference calls in accordance with established procedures.
• Utilizes established paging systems to contact providers and designated personnel in accordance with departmental procedures and established instructions.
• Maintains accurate and current DCC reference information by incorporating provider, on-call schedule, and other operational updates as they are received and communicating relevant changes to the DCC team.
• Monitors designated fire alarm panels and respond to elevator communications in accordance with established safety and escalation procedures.
• Completes and maintains accurate Message Logs and other required documentation in accordance with established departmental procedures.

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold the organization’s Purpose, Values, and Vision.
• Abide by the organization’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned.

• Minimum education requirement is a high school diploma or GED.

• Effective customer service, interpersonal, verbal, and written communication skills, with close attention to detail.
• Professionalism, integrity, and adaptability in carrying out assigned responsibilities and responding to changing operational needs.
• Computer proficiency and the ability to learn and effectively utilize new applications, equipment, and processes.
• Effective listening skills and the ability to accurately receive, understand, and communicate information.
• Dependability, accountability, and effective organizational skills in carrying out assigned responsibilities.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment with frequent interruptions.
• Sound judgment and the ability to make appropriate decisions within established procedures with minimal supervision.
• Ability to remain calm and professional while effectively responding to emergencies, urgent matters, and other high-pressure situations.

• Strength (Lift/Carry/Push/Pull):
  Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking:
  Occasionally; activity exists up to 1/4 of the time
• Keyboarding/Dexterity:
  Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended…