Communications Representative - Switchboard - Emergency Relief

Frederick Health•Frederick, MD

4h•Onsite

About The Position

This position is responsible for the day-to-day administration of incoming and outgoing communications as a PBX hospital operator, including associated radio and paging networks. The role involves monitoring automated alarm systems, initiating emergency notifications, and maintaining departmental administrative records. The Communications Representative also provides general assistance with hospital-wide communications and supports the Frederick Health (FH) mission, vision, and core values. This role adheres to the FH Compliance Program, including regulatory requirements and Standards of Behavior.

Requirements

High school diploma or GED required.
A minimum of one (1) year experience in the operations of multi-line telephone systems and associated communications equipment.
Excellent verbal and oral communications skills.
Must speak with a clear articulate voice.
Attention to detail, with the ability to produce accurate work, oral as well as written.
Ability to prioritize as well as remain calm in stressful situations during frequent interruptions.
Familiar with various computer software, and possess proficient keyboard skills.
Must be able to type 25 words per minute.

Nice To Haves

Prefer high-volume call center experience.

Responsibilities

Answers and directs incoming and outgoing telephone traffic with good telephone skills, handling multiple calls swiftly and accurately.
Operates the PBX console, associated equipment, and the overhead paging system clearly and calmly.
Operates wireless paging systems, Alpha Mate, and console paging according to protocols and physician/staff preferences.
Responds promptly, calmly, and professionally to notifications, paging, radio, and telephone systems according to procedures.
Completes necessary notification records and documents responses.
Determines the location of various alarms and dispatches the appropriate response team, prioritizing responses to alarms and phone calls.
Provides central radio dispatch control for the hospital security department and maintains radio contact with various departments during routine and emergency situations.
Relays radio messages and related information to security officers accurately, timely, and professionally.
Contacts and relays information to law enforcement and other public agencies as warranted.
Adheres to published protocols when contacting on-call staff for ancillary departments, ensuring accuracy in record-keeping.
Provides patient room and telephone number information according to established policy.
Provides calling information to staff requests, using sound judgment for patient information requests.
Answers each caller with the proper greeting and identifies the operator by first name.
Helps control access to patients who are “Do Not Disturb” or “Confidential”.
Assists patients with second-party billing services for long-distance calls.
Aids with information on deceased patients and notifies security of funeral home acquisition of patients.
Directs security officers when replacing defective patient telephone sets or TDY phones.
Initiates and utilizes proper pre-established back-up systems without direction.
Obtains, records, and reports trouble information according to established procedures.
Documents all occurrences during system malfunctions.
Obtains and maintains on-call schedules for physician groups and ancillary departments.
Maintains a high level of confidentiality when discussing patient and hospital-related information.
Assists all callers with inquiries while maintaining patient confidentiality.