MH Switchboard Operator

SUMMARY

Responsible for handling incoming calls. Brown University Health employees are expected to respond to the organization’s values of Compassion, Accountability, Respect, and Excellence, guiding everyday actions with patients, customers and each other. All employees are expected to demonstrate the core Success Factors that describe how we work together and get things done.

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

• Open and close the switchboard following standard procedure.
• Screen all calls and, following clinic guidelines, direct them to physicians, other medical personnel, administrators, and support staff. Keep records of switchboard function as directed.
• Takes messages following guidelines related to timeliness.
• Place return calls as requested.
• Page staff and make announcements as directed.
• Announce emergencies following clinic protocol.
• Assist other departments as directed.
• Demonstrate current competencies applicable to the job position.

• Education: High school diploma.
• Experience: Minimum of one year in switchboard operations, preferably in a health‑care setting.
• Requirements: None.

• Knowledge: Clinic policies and procedures related to switchboard operations; operation of switchboard equipment; customer service principles and techniques.
• Skills: Screening and directing calls pleasantly and expeditiously; efficiently operating console and peripherals; customer service by dealing pleasantly with all callers and effectively serving as clinic liaison.
• Abilities: Adapt and learn new switchboard equipment; work cooperatively as a member of the clinic’s front‑line service team; respond to stressful or emergency situations calmly and effectively.

• Office setting with minimal exposure to communicable diseases.
• Must be able to sit up to 8 hours/day; occasional stress from upset customers or emergency situations.
• Supervisory responsibility: supervises other operators/message center representatives as delegated.

Pay Range: $17.33 - $25.26

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location: Morton Hospital - 88 Washington Street, Taunton, Massachusetts 02780

Work Type: Per Diem

Work Shift: Variable

Driving

Required:

No

Union: 1199 SEIU United Healthcare Workers East