Switchboard Operator Lead

Position: Switchboard Operator Lead - 3:00 PM – 11:30 PM
## Switchboard Operator Lead - 3:00 PM – 11:30 PMApplylocations:
Brighton, MAtime type:
Full time posted on:
Posted Yesterday job requisition :
49696
*
* POSITION SUMMARY:

** Under the direction of the Director of Security, Emergency Management & EHS; oversees the daily operations of the medical center’s switchboard.  Performs telephone answering, paging and other telecommunication services utilizing the Medi Call and Spok systems.
** Position:
Switchboard Operator Lead
**** Department:
Communications
***
* Schedule:

Full Time: 3:00 PM – 11:30 PM, Monday - Friday & Rotating Holidays
**** ESSENTIAL RESPONSIBILITIES / DUTIES:
*** Performs telecommunications functions without requiring constant supervision.
* Reports to Director of Security, Emergency Management & EHS
* Must be able to effectively communication with all medical center personnel and the general public in a professional manner.
* Provides superior customer service to internal and external clients, customers,
* and patients as referenced in the
* Service Excellence Standards.
** Responsible for scheduling of staff seven days per week, including vacation and sick time coverage.
* Ensures that the switchboard is adequately staffed at all times.
* Skilled utilization of the computerized telephone/paging system (Medi Call) (includes data input).
* Assures operators are competent regarding codes and stat pagers, including set up and training.
* Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
* Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor " Wandering System," Program and issue pagers/beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
* Record and report telephone related problems to the Help Desk to be assigned to Telecom for service/repair.
* Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
* Capable completion of and utilization of numerous on-call schedules.
* Process calls regarding "Interpreter Services" following established procedures.
* Respond to and process TDD calls.
* Act as Security Dispatch and Patient Information during off-hours.
* Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.
* Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.
* Maintain a professional, pleasant and helpful manner.  Communicate in a warm and courteous manner.
* Anticipate customer needs and be flexible in responding to them.
* Monitor all alarms and respond/report according to Medical Center procedures.
** Responsibilities/Non
- Essential Functions:

*** Performs related duties as needed and assists occasionally in special projects as requested.
* Reports immediately to the l Director of Security, Emergency Management & EHS any deviation of normal operation.
* Reports immediately to the Director of Security, Emergency Management & EHS of any unusual occurrences related to patients, staff, general public or self.
* Reports all incidents and/or breaches of procedures to the Director of Security, Emergency Management & EHS.
* Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.
* Is accountable for abiding by all relevant medical center policies and procedures.
* Is accountable for accurately recording/reporting all technical information relative to codes, etc.
* Is accountable for observing all policies and procedures of the department and the medical center.
** JOB REQUIREMENTS
***
* EDUCATION:

*** High school, or equivalent.
*
* Minimum Experience:

*** Two years experience in a business or medical related field with heavy telephone usage.
* Ideally will have performed telephone operator or call director duties in the healthcare field.
* 1 year of Supervisory experience.
* Customer service experience a must.
**…