Telecom Operator

Switchboard Operator

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range:

$16.00 - $19.63

Scheduled Weekly Hours:

37.5

Schedule for this Role:

Saturday and Sunday 3pm 11pm

Wednesday, Thursday, Friday 9am-5pm

Summary:

Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. References and utilizes organization on-call schedules including physician, operating room, laboratory, and anesthesia departments. Provides language and hearing specialized services to patients, physicians, and community. Monitors mechanical, gas, and fire alarms centralized in the switchboard area.

Minimum Requirements:

Education: High school diploma or equivalency.

Experience: Six months previous customer service experience utilizing voice communication over the telephone.

Knowledge and Skills: Clear communication skills. Fluent in English. Must be able to exchange accurate information. Excellent customer service skills.

Special Training: Formal customer service training preferred.

Mental, Behavioral and Emotional Abilities:

Usual Workday: 8 Hours. Must be able to work at both campuses as needed.

Essential Functions:

• Use established scripts in answering and processing calls. Transfers internal calls successfully within established time frame of request. Routes calls to requested destinations within established time frame. Places callers on hold as required without call termination.
• Operate overhead paging as needed within the assigned guidelines. Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.
• Answer code telephones within two rings and obtain pertinent information for code initiation and location. Utilize overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensure pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately
• Segregate requests for hospital personnel by addressing the distinction between need for a technician or a physician.
• Reference on-call personnel by department in an effort to find appropriate staff scheduled within established time frames. Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.
• Reference schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily.
• Notify desired interpreter without delay for appropriate language need. Make connection between interpreter and patient within required time frame. Use appropriate client identification number for specific interpreter services or type of vendor utilized. Verify that callers are properly connected to interpretive service provider
• Provide equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment.
• Associate ring tone with appropriate type of alarm within established time frame. Silences alarm as required.
• Notify appropriate hospital personnel to resolve issue within established guidelines.
• Follow up on resolution as needed. Provides information to other affected departments as needed within established time frames.
• Perform other duties as assigned.

Physical Demands and Work Environment:

• Frequent physical demands include: Keyboard use/repetitive motion, Taste or Smell
• Occasional physical demands include: Standing, Walking, Climbing (e.g., stairs or ladders), Carry objects, Push/Pull, Twisting, Bending, Reaching forward, Reaching overhead, Squat/kneel/crawl, Wrist position deviation, Pinching/fine motor activities
• Continuous physical demands include: Sitting, Talk or Hear
• Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
• Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Moderate Depth Perception, Accurate Hearing
• Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens, Chemical, Airborne Communicable Disease, Extreme Temperatures, Radiation, Uneven Surfaces or Elevations, Extreme Noise Levels, Dust/Particulate Matter

This position is eligible for the following benefits:

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA)
• Healthcare FSA
• Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits Long Term Disability (LTD)
• Disability Benefits Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program