PBX Operator

Job Description

Job Description

ABOUT US

Loretto Hospital is a safety-net hospital that serves more than 33,000 patients each year from Chicago’s Austin and surrounding communities. Established in 1923 as a not-for-profit community-focused healthcare provider, Loretto offers its community a unique patient-centered healthcare delivery system that promotes general wellness and education. The hospital staff are committed to providing the best possible medical care in a holistic, safe and comfortable resident environment. By empowering patients with knowledge and resources, Loretto Hospital strives to cultivate a culture of proactive medical management within the community, with the goal of increasing the quality of life for patients and community residents.

SUMMARY

The PBX Operator ensures seamless communication within the hospital. This position is responsible for handling incoming and outgoing calls, directing them to the appropriate departments, and providing essential information to patients and staff. The PBX Operator serves as the first point of contact for callers, making it imperative to deliver exceptional customer service and maintain a professional demeanor at all times. Additionally, the operator will handle emergency calls with urgency and accuracy, contributing to the overall efficiency of healthcare operations. Ultimately, the PBX Operator's efforts directly impact patient satisfaction and the smooth functioning of healthcare services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls promptly and professionally, directing them to the appropriate personnel or department.
• Provide information to callers regarding services, hours of operation, and general inquiries about the healthcare facility.
• Manage emergency calls with a high level of urgency and ensure that they are routed to the correct emergency response teams.
• Maintain accurate records of calls and messages, ensuring that all communications are documented appropriately.
• Assist in troubleshooting phone system issues and coordinate with technical support when necessary.

COMPLIANCE RESPONSIBILITIES

• Understands and adheres to Loretto Hospital’s compliance standards as they appear in the Compliance Policy, Code of Conduct and Conflict of Interest Policy.
• Keeps abreast of all pertinent federal, state and Hospital regulations, laws, and policies as they presently exist and as they change or are modified. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.   For purposes of the American with Disabilities Act, “Job Duties” are essential job functions.

QUALIFICATIONS

Required:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in a healthcare setting.
• Strong verbal communication skills and a clear speaking voice.

Preferred:

• Experience with PBX systems or telecommunications equipment.
• Knowledge of medical terminology and healthcare services.
• Bilingual abilities to assist a diverse patient population.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, stand and walk as well as occasionally stoop, kneel, crouch or crawl. Using proper body mechanics, the employee may be expected to lift, pull, push or move patients and/or equipment.  Fine motor skills are required when using hands and fingers to handle, feel or reach.  Normal or corrected vision, hearing and ability to speak are necessary.  Specific vision abilities required include close vision, sharp eye focus and ability to distinguish colors.  There will be periods of stressful intense concentration with more than average pressure used in a variety of problem-solving situations.

WHY LORETTO

Competitive Compensation: Along with a competitive salary, Loretto Hospital offers a comprehensive, competitive benefits package including health, dental, vision, retirement savings plans, and paid time off.

Career Development: Loretto Hospital is a vibrant community of professionals dedicated to administering excellent patient care. Whether you are pursuing a career in allied health, support services, clinical or nursing support, or professional administration, Loretto Hospital is a tremendous place to grow as a health care professional.

Work Environment: As a not-for-profit, community-focused hospital, Loretto Hospital is truly a place where patients come first. We are seeking team members who not only support our mission, but who are customer service-driven and who desire to enhance the patient experience.