Switchboard Operator

Job Description

Unit/department/service line: Patient Access-Evangelical Community Hospital

Status: PRN

Schedule: Hours are varied depending on the needs of the department. This is a 24/7 department.

General Summary

Provides hospital telecommunication services through the operation of a telephone console and related communication equipment. Serves as a central communication hub for hospital operations by accurately and efficiently routing internal and external calls, facilitating communication between patients, visitors, and staff, and supporting emergency response procedures. Maintains communication systems, paging functions, and operational continuity while delivering professional and customer-focused service.

Responsibilities

Duties and Responsibilities

Essential Functions:

• Operator Duties: • Answers incoming calls promptly, efficiently, and professionally while providing excellent customer service to all internal and external callers. • Screens and routes calls accurately to appropriate departments, staff, or patient locations. • Provides general hospital information and assists callers with inquiries. • Facilitates communication between patients, visitors, and hospital staff. • Addresses routine service concerns and escalates issues as appropriate.
• Emergency Response Duties: • Initiates and announces hospital emergency codes following established protocols. • Notifies and coordinates communication with appropriate personnel during urgent and critical situations. • Maintains accurate logs and documentation of all emergency communications.
• Paging and On-Call Support Duties (Hospital-Based): • Manages paging systems and communication tools to ensure accurate and timely message delivery. • Maintains and utilizes hospital on-call schedules in accordance with established procedures. • Contacts on-call hospital staff as needed to support patient care and hospital operations.
• Systems Monitoring Duties: • Monitors switchboard, paging, and communication systems to ensure proper functionality at all times. • Identifies system or equipment issues and escalates for resolution as appropriate.
• Security and Operational Support Duties: • Monitors and supports communication related to safety systems, alarms, and security processes in accordance with hospital protocols. • Assists with communication needs during security-related events and facility operations.
• Documentation and Handoff Duties: • Maintains accurate records of calls, messages, and critical events. • Ensures clear, accurate, and comprehensive communication of updates, issues, and critical information during shift transitions to maintain operational continuity.
• Technical Support Duties: • Performs first-level troubleshooting and support for communication devices, paging systems, and related technologies. • Escalates technical issues to appropriate support personnel as needed.

Common Expectations:

• Demonstrates competency in communication processes necessary to support hospital operations and patient access to care.
• Maintains established policies and procedures, objectives, quality assurance standards, and safety protocols.
• Provides outstanding service to all customers; fosters teamwork; and supports operational efficiency through attention to detail and accountability.

Qualifications

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year Relevant experience. Preferred
• Previous switchboard experience. Preferred

Knowledge, Skills, and Abilities:

• Excellent interpersonal/communications skills.
• Above average verbal skill is required to communicate with the public.
• Required knowledge of basic computer skills.