Switchboard Operator (PRN)

Coffee Regional Medical Center

Switchboard Operator

POSITION SUMMARY

• Switchboard Operator answers incoming calls from single and multi-line telephone systems rapidly and efficiently; routing calls to destination without delay. The Operator serves as Communication Center for the hospital both internally and externally. The Operators greet customers, answer questions and provide directions. Operator serves as a liaison between physicians, physician office personnel and other medical facilities. Operators are responsible for facilitating hospital emergency codes, such as Code Blue or Code Red. Their aim is to positively affect the customer experience by meeting the need of the caller. The Operator must maintain detailed and accurate hospital ledgers, call schedules and files. Operator must comply with Confidentiality guidelines in accordance to CRMC policies and procedures. Must maintain regular consistent attendance, personal appearance, punctuality and adherence to applicable health and safety guidelines.

OVERVIEW

• The evaluation is to assure individual performance, departmental goals and organizational goals are aligned. It is designed to support communication between the manager and the employee. Employee perception of their own performance is very important. To maximize the benefit of this process, both the manager and the employee participate in the evaluation process.

QUALIFICATIONS

A. Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Reads and understands the English language.
• Ability to think critically and analytically with little or no supervision
• Ability to work effectively in situations of high stress and conflict and communicate goals and outcomes.
• Ability to process information and prioritize
• Possesses exceptional verbal and written communication skills
• Possesses independent work habits, is self-reliant and self-directed
• Ability to learn, adapt, and change as required by the job functions
• Ability to maintain absolute confidentiality of material and information accessed and reviewed
• Basic computer literacy
• Ability to move freely, reach, bend, and complete light lifting
• Ability to use good body mechanics while performing daily job functions and ability to follow specific OSHA guidelines
• Ability to maintain attendance to meet standard job practices

B. Education

• High School Graduate.
• Vocational tech/college preferred

C. Licensure

• None required

D. Experience

• Previous PBX and/or Hospital experience is desirable or previous experience answering multi-line phone system.
• Computer experience required and typing skills must be above average.
• Knowledge of medical terminology is helpful.
• Detail oriented and organizational skills necessary.

E. Interpersonal skills

• Must be detail oriented, possess skills to make decisions upholding hospital/department policy and procedures, and be able to work under heavy demands and a stressful environment with frequent interruptions. Impressive telephone etiquette. Prior customer service experience in a fast pace setting. Ability to multi-task and set priorities. Good organizing and planning skills. Effective professional communication. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Spanish bilingual highly desirable.

F. Essential technical/motor skills

• Computer experience required Microsoft Suite of products: Word and Excel. Ability to type 40 WPM accurately and ability to use of number keypad. Analytical and organizational skills must be above average. Basic mathematical skills required. Ability to operate various standard office equipment which includes personal computers, fax, calculator, phone, copy machine, etc...

G. Essential physical requirements

• Sedentary: Exert up to 10 lb. of force occasionally and/or a minute amount frequently - greater than 75%
• Light: Exert up to 20 lb. of force occasionally and/or up to 10 lb. of force frequently- 1-24%
• Medium: Exert 20 – 50 lb. of force occasionally and/or up to 15 lb. of force frequently - 1/24%

H. Essential mental requirements

• Ability to perform calmly, competently, and quickly in an emergency situation.

I. Essential sensory requirements

• Ability to evaluate needs of customers or coworkers needs, provide guidance and appropriate direction for the best course of action

J. Other

• Hours-Must be flexible to work in different areas and locations as needed. This will include the ability to work all shifts including nights, weekends and holidays. Requires availability for each weekend monthly as well as shifts during the work week according to the need of the department. Available to come in at short notice. 40 hours depending on the demand of the department; overtime may be required.

K. Equipment used

• PBX consoles, headsets, telephones and other related equipment.

OTHER QUALIFICATIONS

A. Exposure to hazards (body fluid exposure level)

• Level III

B. Age of Patient Populations Served

• No patient contact - none

JOB SPECIFIC DUTIES AND PERFORMANCE STANDARDS

• Below are those tasks, duties, and responsibilities that comprise the means of accomplishing the position’s purpose and objectives. These are critical or fundamental to the performance of the position. They are the major functions for which the person in the position is held accountable. Following are the essential functions of the position, along with the corresponding performance standards.
• Major Tasks and Duties

o Answers all incoming calls in a courteous and professional manner in accordance with policy and procedure.

o Obtain appropriate information and direct calls to appropriate in-house number or department.

o Maintain accurate and detailed legal logs of calls, messages, and responses from patients, employees and physicians.

o Make contact immediately under the guidelines of policy and procedure to relay messages to physicians, patients, managers, etc.

o Respond appropriately to calls from patients, on-call staff, managers, physicians, (customers), etc.

o Responsible and accountable for tasks necessary to properly identify in the patient processing system.

o Page over intercom system according to policy and procedure.

o Monitor all alarms. Announce all codes and drills in accordance with policy and procedure in a clear and accurate manner. Follow and complete all procedures according to policy and procedure during the code.

o Make timely and verbal contacts with each member of the OR call-back team. Respond to callbacks in accordance to policy and procedure.

o Maintain accurate list at switchboard on each shift for on-call personnel and physicians. Maintain neat, accurate typed list of on-call staff and information.

o Perform all functions of the hospital computer system required to identify a patient's location.

o Monitor alarms and control panels in the switchboard area and provide notification to appropriate personnel in accordance with policy and procedures.

• Other Duties

o Use scripting policies as an effective communication tool with customers. Greet patients in accordance with the department's script policy and procedure.

o Treat patients, visitors and coworkers with respect and dignity. Assure that a patient's rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights are maintained.

o Maintain hospital disaster log. Update semi-annually.

o Maintain confidentiality of patient information to assure Patient Rights and the rights of others are protected in accordance to policy and procedure. Release information in accordance with established privacy guidelines.

o Assist with maintaining cleanliness, safety and security of the PBX area.

o Must keep abreast of current regulatory requirements, including all state, federal and JCAHO regulations. Adhere to external agency regulations.

o Assist in orientation and training of new staff members. Able to help evaluate new staff member for readiness to fulfill job duties independently.

o Develop and maintain a good working rapport with coworkers and other departments/offices. Operates in harmonious relationship with all team members. Must be an effective team player.

o Refill supplies in copier, printer, and fax machines at end of each shift.

o Promote positive hospital image. Demonstrate fair, equitable, positive, and respectful behavior to coworkers and other agencies.

o Orient and mentor new staff members.

o Follow proper chain of command for issues, complaints, etc.

o Perform any other task requested from Supervisor or Management in a willing and positive manner.