Client Service Representative- Call Center | Switchboard | Day | Full-Time

UF Health • St. Augustine, FL

9h

About The Position

The Switchboard (PBX) Operator provides outstanding service to customers by routing incoming and outgoing calls using telephones, pagers, or computers to connect visitors, callers, staff, patients, and patients’ families. The operator initiates appropriate responses for emergency and disaster situations and helps resolve pager issues for physicians. The schedule is Tuesday through Thursday and Saturdays, 8:00 a.m. to 6:30 p.m.

The role involves answering and processing calls professionally, locating physicians and on-call staff, maintaining accurate schedules and availability information, providing basic beeper assistance, arranging equipment repairs or replacements, and documenting incidents and unusual occurrences. The operator works in a high-call-volume environment and collaborates with coworkers to keep information accurate and service efficient.

Requirements

• High school diploma or equivalent.
• 0–1 year of experience in telecommunications, switchboard, or medical customer service.
• Computer knowledge and good typing skills (30–40 wpm).
• Ability to work days and evenings.
• Ability to multitask.
• Strong customer service skills.
• Ability to work as a team player in a high-call-volume environment.

Nice To Haves

• Answering service or medical office experience.

Responsibilities

• Answer and process calls quickly and professionally; clarify callers’ requests and accurately connect or place local and long-distance calls for patients, visitors, staff, and physicians.
• Locate physicians and on-call staff as requested, following hospital policy; document and time requests and attempts, follow through on STAT requests, verify current information, and keep coworkers informed.
• Maintain current information about physician and on-call staff availability, documenting and sharing short-term and permanent changes with coworkers and the appropriate lead operator or supervisor.
• Use a steno pad for all notes while on duty, recording the current date and time at the beginning of the shift.
• Maintain and accurately update daily on-call schedules and supporting documents, sharing changes with coworkers promptly and professionally.
• Assist employees and physicians with basic beeper services, such as batteries; document and sign out loaner beepers after hours and leave written notes about pending beeper needs.
• Arrange repair or replacement of telephones and department equipment by contacting the Telecommunications Manager or the after-hours communications contact; use repair information and initiate reports when those contacts are unavailable.
• Document incidents and unusual occurrences during the shift, including difficulty reaching on-call staff, equipment failures, irate callers, and problems with schedules or posted information.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED