PBX Operator

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) PBX Operator with St. David's North Austin Medical Center you can be a part of an organization that is devoted to giving back!

Job Summary and Qualifications

Responsible for answering and transferring calls to NAMC to the appropriate extensions or party while following service excellence standards.Also, responsible for maintaining the on-call schedule, paging for NAMC (as required) and initiating communication procedures in the event of an emergency or code. Employee's conduct must reflect the Company's values and a commitment to the Code of Conduct ethics and compliance program. Participates in providing patient specific care standards as directed, and follows service excellence standards to ensure high levels of patient satisfaction.

ESSENTIAL JOB RESPONSIBILITIES:

• Complies with hospital/departmental policies and procedures, i.e., attendance, mandatory education, safety, infection control, meal break policy, dress code standards, etc.

• Operates hospital phone system in an Automatic Call Distribution (ACD) environment to process calls using high standards of Customer Service

• Answers and transfers every call in the operator queue in a timely fashion with the proper use of service excellence standards

• Demonstrates proper techniques on silent monitored calls show proper techniques

• Gives appropriate information to callers

• Places local or long distance calls as required

• Demonstrates technical familiarity with telephone equipment

• Utilizes pagers or telephones to contact or locate staff members and physicians based on On-Call schedules or patient requests

• Maintains an accurate On-Call schedule

• Pages appropriately to the department or the physician as per paging rules

• Uses good judgment in locating personnel who have not responded to initial pages

• Performs skills proficiently and in accordance with the department standards

• Utilizes all equipment in the department appropriate to job with maximum efficiency and effectiveness based on knowledge and education

• Assists, teaches, and serves as a resource person in accordance with the competency level of all team members

• Monitors alarm systems and serves as point of contact for initiation of appropriate emergency communication procedures and alarm signals such as fire, bomb threat, weather threat, missing baby or patient, disasters, and cardiac arrest

• Shows thorough knowledge of all code/alarm procedures

• Works with Triage and Urgent Care after hours to handle callers according to requested rules

• Demonstrates knowledge and understanding of proper emergency preparedness protocol as it pertains to answering calls and using the backup "red" phone system

• Employee's conduct must reflect the Company's values and a commitment to the Code of Conduct ethics and compliance program

• Employee reflects SDH Service Excellence standards in every interaction

• Other duties as assigned

What qualifications you will need:

KNOWLEDGE, SKILLS AND ABILITIES:

Must be able to demonstrate proper knowledge of phone etiquette as it pertains to service excellence standards and managing frustrated callers by deescalating the situation. Must be able to demonstrate understanding of national patient safety initiatives by strict compliance to all safety protocols and procedures as required by both HCA and St. David's North Austin Medical Center.

Benefits

St. David's North Austin Medical Center, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources , including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

St. David's North Austin Medical Center, part of St. David's HealthCare, is a full-service medical center providing comprehensive medical care at two locations - St. David's North Austin Medical Center and St. David's Surgical Hospital.St. David's North Austin Medical Center is a 460+ bed, multi-specialty, acute care hospital. It provides advanced women's health services, including maternity and newborn care with Level I, II, and III neonatal intensive care units (NICUs) at the nearby St. David's Women's Center of Texas. The hospital also offers minimally invasive gynecological surgery and comprehensive breast imaging through Solis Mammography, which is located on-site. Other services include a 24-hour emergency department, pediatric emergency care, and intensive care at St. David's Children's Hospital. The hospital also features the Texas Institute for Robotic Surgery, bariatric (weight loss) surgery, a Heart and Vascular Center, neurology and neurosurgery, a kidney transplant program, a Level IV Epilepsy Center, as well as inpatient and outpatient surgery and acute rehabilitation services for both inpatients and outpatients.


St. David's Women's Center of Texas, located at St. David's North Austin Medical Center, is recognized by the State of Texas as a Level IV Maternal Facility. This means it provides the highest level of care for pregnant and postpartum patients, especially those with serious or complex medical, surgical, or pregnancy-related conditions, including those at high risk for maternal morbidity or mortality. The center includes a 95+ bed Level III Neonatal Intensive Care Unit (NICU) with 30+ private rooms, 10+ rooms for very small babies, and 10+ beds for babies needing neurological care. It also has 35+ labor, delivery, and recovery rooms, including Central Texas' first low-intervention birthing suites with tubs. There are 95+ postpartum beds, 20+ antepartum beds, and Cesarean section surgical suites. The facility offers 24/7 neonatology coverage, OB/GYN hospitalists, maternal-fetal medicine specialists, lactation consultants, and a midwifery program. It is part of the National Institute of Child Health and Human Development Maternal-Fetal Medicine Units Network and TexasAIM, and it also provides a high-risk pregnancy navigation and support program.


St. David's Surgical Hospital is part of St. David's North Austin Medical Center and is the first Level 4 Epilepsy Center in Central Texas for both adults and children. It has its own 24-hour emergency department, a medical-surgical inpatient unit, and a pediatric intensive care unit (PICU) for patients ages 17 and under. The hospital is staffed with pediatric emergency physicians, pediatric hospitalists, intensivists, and other specialists who are specially trained to care for children. It also includes certified child-life specialists who help kids feel more comfortable during their hospital stay. St. David's Children's Hospital offers many pediatric services, such as pediatric surgery, pediatric radiology (including imaging and interventional procedures), and pediatric anesthesia for surgical support. It also has a wide range of pediatric specialists available for consultation and treatment, including general surgery, ENT (ear, nose, and throat), craniofacial and plastic surgery, neurology, neurosurgery, urology, and cardiology, among others.


HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
Be a part of an organization that invests in you! We are reviewing applications for our PBX Operator opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.