Switchboard Operator

Job Description

Switchboard Operator
Job Code: TE5588

ABOUT US

We are ushering in a new era of healthcare where achieving good health is just the beginning. At UVA Community Health, part of the world-class UVA Health academic health system, we are committed to caring for the whole person by building meaningful connections with our patients in the local setting of UVA Health's community hospitals, outpatient locations, and provider offices. By combining our team's talent and expertise, the breadth of capabilities across the entire UVA Health system, and our dedication to community wellness, we are bringing expert care close to home. As a member of the UVA Community Health team, individuals contribute to patient care decisions, support advanced medical technologies, and experience the satisfaction of making a difference in people's lives every day.

JOB TYPE
Classification: Non Exempt
Supervises Positions:

JOB SUMMARY

The Switchboard Operator serves as the primary telephone communication hub for the organization. This role is responsible for professionally answering incoming calls, directing callers to the appropriate department or individual, assisting with emergency communications, and supporting overhead paging and code activation in accordance with hospital policies and procedures. Additional duties also include:

• Answer incoming telephone calls promptly, professionally, and courteously
• Accurately route calls to departments, patient rooms, or staff using directory systems
• Perform overhead paging, including emergency codes, per established protocols
• Assist with conference calls and call transfers
• Respond calmly and effectively to emergency and high-stress situations
• Document call details accurately, including times, names, and instructions when required
• Maintain confidentiality of patient, employee, and organizational information
• Communicate clearly using established phone etiquette and phonetic clarification when needed
• Collaborate with Security, Nursing, Guest Services, Providers and other departments
• Follow all hospital safety, communication, and emergency procedures

QUALIFICATIONS
Education:

High School Diploma or GED required.
Experience:

Previous experience in customer service, call center or hospital communications preferred Refer to the Life Support Training Policy for additional details.

Licensure:

N/A
Additional Skills/Requirements Required:

Must be able to communicate effectively with people of diverse backgrounds and all levels of authority. Ability to maintain confidentiality. Must be flexible and able to respond to changing priorities in a fast-paced environment. Manual dexterity and vision necessary to operate phones, computer and keyboard. Must possess a clear, calm, pleasant, and professional telephone voice and manner. Ability to hear and understand phone calls. Basic computer proficiency and ability to navigate call-handling systems. Ability to multitask and maintain accuracy during high call volumes.

Additional Skills/Requirements Preferred:

Ability to communicate clearly and professionally with Spanish-speaking clients, patients, or colleagues in both spoken and written contexts, preferred.

Competencies:

• Professional phone etiquette: Represents the organization with poise and professionalism in all phone interactions; maintains a courteous, helpful tone in every call.
• Attention to detail: Consistently produces accurate, thorough work; identifies and corrects errors before they escalate, ensuring high-quality outcomes.
• Emotional composure: Remains calm, empathetic, and solution-focused in high-pressure or emotionally charged situations; supports colleagues and clients with steady professionalism.
• Reliability and punctuality: Demonstrates consistent dependability; arrives prepared and on time, meets deadlines, and follows through on commitments without prompting.
• Team collaboration: Works cooperatively with colleagues across departments; actively contributes to a positive, inclusive team environment and shared goals.
• Discretion and confidentiality: Handles sensitive with strict discretion and in full compliance with applicable privacy standards.

The incumbent may be asked to perform additional duties as assigned.

PHYSICAL DEMANDS
Physical Demand Code:

Sedentary to Light Physical Demand: The job requires frequent sitting, standing, walking, and bending/stooping. Frequent repetitive body movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Community Health.
OTHER

• May require the use of safety equipment, such as HEPA mask, for infection prevention: Yes
• On call responsibilities as directed: Yes
• Ability to travel between campus buildings, remote facilities, and out of town as needed: No

The base compensation range for this role is $17.80 - $23.42 hourly.

Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education. Please note that the pay range does not include any applicable incentive compensation programs such as shift differentials, clinical ladders, and other incentives that may be available for those in eligible positions.