Communications Representative - Switchboard - Full-time

Frederick Health•Frederick, MD

2d•$18 - $21•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. Additionally, the Communications Representative provides general assistance with hospital-wide communications and supports the Frederick Health (FH) mission, vision, and core values, adhering to the FH Compliance Program 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.
Must possess a high degree of diplomacy when interacting with patients, visitors, staff, physicians, and co-workers.
Excellent verbal and oral communications skills with a clear, articulate voice.
Attention to detail, with the ability to produce accurate work, oral as well as written.
Ability to prioritize and 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.
Operates the overhead paging system and other paging methods (Wireless Paging System, Alpha Mate) clearly and calmly, adhering to protocols.
Responds promptly and professionally to notifications, paging, radio, and telephone systems according to procedures.
Determines the location of alarms and dispatches appropriate response teams, prioritizing responses to alarms and calls.
Provides central radio dispatch control for the hospital security department and maintains radio contact with various departments.
Relays radio messages and related information to security officers accurately and timely.
Contacts and relays information to law enforcement and other public agencies as needed.
Adheres to published protocols when contacting on-call staff for ancillary departments and maintains accurate records.
Provides patient room and telephone number information according to policy and assists staff with calling information.
Uses sound judgment when responding to patient information requests.
Answers callers with the proper greeting, identifying the operator by first name.
Helps to control access to patients who are “Do Not Disturb” or “Confidential”.
Assists patients with 2nd party billing services for long distance calls.
Aids with information on deceased patients and notifies security of funeral home acquisition of patient.
Directs security officers when replacing defective patient telephone sets or TTY 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 their inquiries while maintaining patient confidentiality.