PBX Operator

POSITION
PBX Operator

Position Type: Temporary
Schedule : Graveyard/Overnight Shift: Fri - Tues, 11:00 pm - 7:30 am
Assignment Length: Approximately 12 - Months, possibly longer.

DESCRIPTION
Our client is seeking a PBX Operator to manage incoming calls and communications for their Medical Center. This position serves as an important point of contact for patients, visitors, physicians, employees, and the community by answering and directing calls, providing general hospital information, and assisting with emergency communications.

The PBX Operator will also assist with outpatient laboratory registrations and direct admissions , monitor incoming faxes, and enter patient information accurately into the hospital's electronic medical record system.

The ideal candidate will have excellent customer service and communication skills, strong attention to detail, and the ability to remain calm and professional in emergency situations.

Key Responsibilities

• Answer and direct incoming hospital calls promptly, accurately, and professionally.
• Provide general information regarding hospital departments, phone numbers, locations, and services.
• Deliver excellent customer service to patients, families, visitors, physicians, and staff.
• Use established customer-service principles such as AIDET when interacting with patients and visitors.
• Operate and maintain proficiency with the hospital's PBX paging and telephone system .
• Utilize security radios and other communication equipment as required.
• Perform overhead and pager announcements accurately and efficiently.
• Understand and follow hospital emergency codes and alarm-paging procedures.
• Assist Security/Public Safety during emergency situations and communicate professionally under pressure.
• Monitor incoming faxes, including laboratory requisitions and direct-admission documentation.
• Assist with outpatient laboratory accounts and direct admissions.
• Register patients accurately in the electronic medical record system, including selecting the correct patient and verifying information.
• Follow HIPAA requirements and use two patient identifiers when handling patient information.
• Maintain accurate documentation of emergency codes and paging activity.
• Support department workflows, performance-improvement initiatives, staff meetings, training, and special projects.
• Assist with training and orienting new PBX staff as needed.
• Maintain accurate time and attendance records in accordance with company policy.
• Follow all hospital policies, procedures, safety standards, and confidentiality requirements.
• Perform other duties as assigned.

REQUIREMENTS

• 6+ months of experience as a PBX/operator in a hospital or call center environment.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Professional and positive work ethic.
• Basic computer proficiency.
• Experience with electronic medical records and Microsoft Office.
• Knowledge of basic medical terminology.
• Ability to prioritize and multitask in a fast-paced environment.
• Ability to remain calm and professional when handling emergency situations.
• Ability to interact positively and constructively with patients, visitors, physicians, and coworkers.
• Strong attendance and punctuality.
• Ability to follow established procedures and protocols.
• Ability to learn and operate hospital communication and paging systems.

Preferred Qualifications

• Bilingual English/Spanish or English/Vietnamese.
• Previous hospital admitting experience.
• High school diploma or equivalent.
• Medical terminology course or certificate.
• Previous experience with hospital PBX, paging, or emergency communication systems.

INDH