Service Response Center Switchboard Operator

Department

11597 Non Enterprise Corporate - Switchboard

Status

Part time

Benefits Eligible

No

Hou rs Per Week

Schedule Details/Additional Information

6:30am -9:30am / 6:30am-10:30am every other weekend for a total of 16 hours per week

Pay Range

$20.80 - $31.20

Are you a composed, service-oriented professional who excels in fast-paced environments? Join our Service Response Center team as a Switchboard Operator, where you’ll serve as a vital communication hub connecting patients, healthcare staff, and the broader community. In this role, your ability to multitask, communicate clearly, and remain calm under pressure will directly support patient care and hospital operations. If you’re passionate about delivering exceptional customer service and thrive in dynamic, high-volume settings, this is an opportunity to make a meaningful impact.

Essential Functions

• Answer and route incoming calls in a courteous, respectful, and professional manner while identifying and addressing callers’ needs efficiently.

• Provide after-hours answering services for internal clinics, accurately collecting patient information and paging on-call physicians according to established guidelines.

• Maintain and update switchboard systems, including telephone and pager information, across multiple campuses (main, Lexington, Davie, and West Campus).

• Manage and update on-call schedules, proactively following up with departments to resolve discrepancies or missing information.

• Support Pathology by serving as a third-party witness during sensitive after-hours discussions, documenting and submitting recordings per protocol.

• Receive, coordinate, and dispatch service requests for Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment.

• Escalate unresolved or delayed service requests to appropriate management following Service Response Center procedures.

• Enter and maintain accurate documentation across multiple software systems while navigating high call volumes.

• Stay informed of operational, staffing, and process changes across departments to ensure accurate call handling and service coordination.

• Perform additional duties as assigned to support overall Service Response Center operations.

Education, Experience & Requirements

• High school diploma or GED required.

• Minimum of 2 years of experience in a direct customer service or consumer-facing role.

• Demonstrated ability to resolve issues effectively under stressful conditions.

• Experience handling high volumes of calls in a fast-paced environment preferred.

• Prior experience in a healthcare or medical setting preferred.

• Strong communication skills with a clear, calm, and professional telephone presence.

• Excellent interpersonal and problem-solving abilities.

• Basic computer proficiency, including the ability to navigate multiple systems simultaneously.

• Typing speed of at least 45 words per minute.

• No licensure or certification required.

Our Commitment to You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Receives and processes a variety of requests from patients, visitors and hospital employees related to inpatient and outpatient meal requests, Patient Transport, Linen Services, Environmental Services, Engineering, Clinical Equipment and switchboard calls. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers.