Telephone Operator, Switchboard, Resource Pool, Varied Shifts

Job Description

Job Description

Serves as the focal point of all communications in the hospital. A first impression point for many callers that will never visit the facility. Operates the IntelliDesk consoles and related equipment. Routes routine and emergency calls/information to the appropriate department and/or individuals. Covers patient information desk when assigned to do so. Performs any other duties as requested by department director or manager.

Answers all phone calls that come in on hospital direct line. Forwards these calls to appropriate individuals or department as requested by caller. Requires little to no supervision in the performance of duties.

Handles emergency calls, alarms, trauma alerts, codes, etc. appropriately and in a timely manner, ensuring that all designated individuals and departments are notified as per policies and procedures. Creates the doctor's daily assignment sheet for Hospitalist via Ingenious Med program and distributes to all nursing units and ancillary departments.

Answers all calls in a professional and polite manner, representing the hospital well, including their name in the greeting. Assisting callers as needed in getting to the appropriate individual, department or service. Must be able to make administration approved announcements via the overhead system.

Must be able to have a general knowledge of all our physicians and what offices they are affiliated with. Knowledgeable of doctors' preferences when contacting them after hours.

Must be able to communicate changes and updates to departmental and physicians' call schedules, changes to contact protocol and any on-going codes, alarms or alerts at shift change. Must be able to read call sheet appropriately and contact the correct doctor or team member on call after-hours.

Must be able to work alone or in a team setting. Must have good communication skills, oral and written. Must be able to work with team members from other areas and communicate with people on various levels of education.

Must be able to support each other and work as a team when handling trauma alerts, codes or emergency situations. Must be aware of HIPAA regulations when dealing with callers seeking medical information following emergencies, especially when it involves people of notoriety.

Completes all mandatory requirements within established timeframes and attends required meetings. (Examples: Annual Health Test, Educode, Flu Shots, Corporate Compliance Training and departmental competencies.)

Helps to ensure that department meets financial goals by down staffing, by using supplies and equipment in an efficient manner, reports maintenance issues in a timely manner, initiates action and follows through.