Care Access Switchboard Operator

Switchboard Operator

The Care Access Team at York Hospital is currently accepting applications for our Switchboard Operator position. The Switchboard Operator responds to telephone calls in a timely, professional and courteous manner. While maintaining patient confidentiality requirements, provide information, as needed meeting our high level of customer service requirements. In addition, assistance is provided to concierge personnel or to visitors in their absence. On-call schedules are organized and maintained to efficiently facilitate contacting departments off hours.

Responsibilities and duties for this position include: Answer all calls and respond to requests in a timely, professional and courteous manner utilizing computer system and documentation as needed. Follows customer service standards for phone communications as set by department management. Monitor and verify telephone trunk lines, voice mail, tow-way radios, and beepers are operational, place service call to appropriate vendor and notify appropriate hospital personnel. Requests assistance from Supervisor and/or Coordinator when encountering challenging calls or the need for clarification. Assists callers with information as needed. Responsible for hospital overhead paging. Pages all personnel based upon approved schedule as needed. Understands and interprets all hospital codes and identifies communication action for each code. Responds to hospital codes and notifies all pertinent hospital personnel as required by department procedures. Records all responses to hospital codes. Records all pages sent to on-call personnel. Immediately answers Emergency / 123 lines and responds immediately by notifying the appropriate staff. Demonstrates a strong sense of urgency to all emergency calls. Assists staff and patients with long distance calls as authorized in established department procedures. Records the required information on the long-distance log sheet. Follows medical centers policy regarding releasing any patient information. Handles each call in a professional manner and treats callers with respect and courtesy.

Minimum qualifications: At least 18 years of age. High school diploma or verifiable high school diploma or GED (Certificates of completion not acceptable). Previous experience within a call center and/or switchboard operator within a healthcare setting is preferred. Knowledge of telephone functionality, voice mail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures is preferred. Excellent customer service and communication skills. Must possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner; must be able to use initiatives and independent judgement within established guidelines. Excellent time management skills, the ability to make timely and sound decisions on urgent problems, and the ability to juggle many competing priorities and demands for time.