Telecom Operator - FT - Nights - 11p-7am

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).

$16.00 - $19.63

Scheduled Weekly Hours: 40

Position Overview

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. Signs out deceased patients to appropriate caretaker to verify proper documentation is in order. Monitors mechanical, gas, and fire alarms centralized in the switchboard area.

Essential Functions:

• Uses 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.
• Operates 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.
• Answers code telephones within two rings and obtains pertinent information for code initiation and location. Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensures pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately.
• Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.
• References 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.
• References schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily.
• Notifies desired interpreter without delay for appropriate language need. Makes connection between interpreter and patient within required time frame. Uses appropriate client identification number for specific interpreter services or type of vendor utilized. Verifies that callers are properly connected to interpretive service provider.
• Provides equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment.
• Verifies receipt of deceased patient and posts status within required notification time frame. Logs status of body through nursing office or HBOC.
• Insures undertaker provides appropriate signature for release of body. Provides undertaker with appropriate paperwork including death certificate.
• Provides medical examiner with appropriate paperwork including medical records.
• Associates ring tone with appropriate type of alarm within established time frame. Silences alarm as required.
• Notifies appropriate hospital personnel to resolve issue within established guidelines.
• Follows up on resolution as needed. Provides information to other affected departments as needed within established time frames.

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. Well versed in English. Good hearing and excellent customer service skills.
• Special Training: Formal on the job customer service training preferred.

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 Matte

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