Switchboard Operator Lead - 3:00 PM - 11:30 PM

Position Summary Under the direction of the Director of Security, Emergency Management & EHS; oversees the daily operations of the medical center’s switchboard. Performs telephone answering, paging and other telecommunication services utilizing the MediCall and Spok systems. Position: Switchboard Operator Lead Department: Communications Schedule: Full Time: 3:00 PM – 11:30 PM, Monday - Friday & Rotating Holidays Essential Responsibilities / Duties Performs telecommunications functions without requiring constant supervision. Reports to Director of Security, Emergency Management & EHS. Communicates effectively with all medical center personnel and the general public in a professional manner. Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards. Schedules staff for seven days per week, including vacation and sick time coverage, ensuring the switchboard is adequately staffed at all times. Skilled utilization of the computerized telephone/paging system (MediCall) including data input. Assures operators are competent regarding codes and stat pagers, including set up and training. Answers, assists and directs a high volume of calls efficiently while communicating clearly, politely and professionally. Performs paging/answering services for medical center staff and executes related functions: prepares on-call schedules, monitors the 'Wandering System', programs and issues pagers/beepers, records coverage status, takes messages, updates pertinent information, makes system changes, and maintains telephone logs on telephone/technical/pager and television problems. Records and reports telephone related problems to the Help Desk to be assigned to Telecom for service/repair. Handles simultaneous tasks and exercises appropriate judgment under hectic and stressful circumstances. Processes calls regarding 'Interpreter Services' following established procedures. Responds to and processes TDD calls. Acts as Security Dispatch and Patient Information during off-hours. Recognizes system problems, failures and follows backup system procedures. Monitors all alarms and responds/report according to Medical Center procedures. Non-Essential Functions Assists occasionally in special projects as requested. Reports immediately to the Director of Security, Emergency Management & EHS any deviation of normal operation, unusual occurrences related to patients, staff, general public or self, incidents and/or breaches of procedures. Maintains confidentiality and security of all medical center related, staff related and patient related data and information. Abides by all relevant medical center policies and procedures. Accurately records/reporting all technical information relative to codes and related items. Observes all policies and procedures of the department and the medical center. Job Requirements Education: High school diploma or equivalent. Experience: Minimum two years in a business or medical related field with heavy telephone usage; preferably experience in telephone operator or call director duties in the healthcare field. Supervisor experience: Minimum one year. Customer service experience: Must have. Minimum Skills/Abilities Excellent interpersonal and communications skills. Ability to speak clearly and precisely. Excellent grammar. Flexibility in a fast-paced hectic environment. Patience under pressure. Kindness and sensitivity to all people served. Compensation Range $16.71 - $24.83 per hour. Benefits Includes medical, dental, vision, pharmacy, contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing. Equal Opportunity Employer / Disabled / Veterans Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job related characteristic. We comply with the FTC guidelines on employment offer scams and provide all application information only through our website. No download or purchase of equipment is required or requested. #J-18808-Ljbffr Boston Medical Center