Operator Services - Switchboard

Job Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Provide the 24X7 communication link between physicians, hospital personnel, patients and visitors. Associate utilizes an internal and external communications network including computer systems for patient information, answering service, on call, and directory, computerized attendant console and paging terminal. Responsibilities include the processing of incoming and outgoing phone calls, physician answering service calls, processing all Emergency Life Safety codes, monitoring and reporting alarms, and paging via voice and radio paging systems. Typing and retrieving messages from computers. Must be flexible to work week days, evenings, night, weekends and holiday shifts if needed. Must be able to support all Health System locations including YNHH, BH and GH.

EEO/AA/Disability/Veteran

Responsibilities

1. Processes Emergency Life Safety Codes

• Answers code line on first ring.
• Pages appropriate personnel according to department policy and procedure with no exceptions.
• Completes code procedure within 30 seconds.
• Documents codes as instructed.

2. Answer and Accurately Process Calls

• Answers each call by the fourth ring.
• Handles 60-80 call per hour with 95-100% accuracy.
• Documents neatly and accurately each caller's request for paging, as required.
• Demonstrates efficient and accurate use of call processing software/hardware on a daily basis.
• Makes audio pages and announcements correctly and professionally.
• Processes calls according to established procedures within 15-30 seconds.

3. Demonstrates Positive Peer and Customer Relations Skills

• Demonstrates courteous and positive customer relations on the phone when dealing with patients, the public, medical staff and hospital employees.
• Consistently maintains professionalism under duress.
• Exhibits reliable, professional and ethical work habits contributing to a positive work environment.

4. Management of Pagers

• Utilizes vendor portal to execute exchanges.
• Updates databases with relevant information.
• Assures cost center, name, department information is correct.

5. Maintains On-call Schedules of Hospital Personnel

• Completes schedules by the first day of his/her assigned month with 100% accuracy.
• Follows schedule with 100% accuracy.
• Performs all related departmental duties as needed or assigned with accuracy and completeness.

Qualifications

EDUCATION

High School Graduate or GED required.

EXPERIENCE

Experience utilizing computers in an office environment required. Experience answering telephones in a high call volume environment preferred. Knowledge of, Cisco, and Spok software preferred.

SPECIAL SKILLS

Ability to type at least 35 WPM. Associate must function successfully in a team environment and also work alone competently supporting all aspects of the position. Candidate must possess excellent decision-making ability along with excellent customer service skills.

PHYSICAL DEMAND

While performing the duties of this job, the employee is regularly required to sit; use hands to write, type, handle items; and talk or hear. They are frequently required to reach with hands and arms. They are occasionally required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate but in emergency situations can become high level. Ability to concentrate is essential. The Associate must make use of a headset style answering device on or in ear(s). There may be a considerable amount of mental stress. Must be able to easily and accurately distinguish colors and shades in order to accurately identify alarm signals and visual cues on the PC. Must have the ability to distinguish variations in audible alerts and alarms. Must be able to quickly reset alarms, computers and UPS systems which are located throughout the Operator Services location. Must have an exceptional command of the English language and speak clearly with accurate pronunciation of words to ensure the accurate communication of verbal information, particularly in times of crisis or stress. May be required to staff one or more of the call centers operated by YNHHS. Travel to different call centers required as necessary. Must have access to reliable transportation and is expected to report to work during major weather events. Adherence to hospital dress code is required at all times. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.