Operator Services - Switchboard

Yale New Haven Health•Greenwich, CT

About The Position

The Operator Services - Switchboard associate provides a 24/7 communication link among physicians, hospital personnel, patients, and visitors. The role uses internal and external communications networks and computer systems for patient information, answering services, on-call schedules, directories, computerized attendant consoles, and paging terminals. Duties include processing incoming and outgoing calls and physician answering-service calls; handling Emergency Life Safety codes; monitoring and reporting alarms; paging through voice and radio systems; and typing and retrieving messages. The associate must be flexible to work weekdays, evenings, nights, weekends, and holidays as needed, and support YNHHS locations including YNHH, BH, and GH.

Requirements

High school graduate or GED.
Experience using computers in an office environment.
Ability to type at least 35 words per minute.
Ability to work successfully in a team and competently work alone while supporting all aspects of the position.
Excellent decision-making and customer service skills.
Ability to meet the described physical, communication, concentration, and sensory demands of the position, with or without reasonable accommodation.
Ability to travel to different call centers as necessary, access to reliable transportation, and ability to report to work during major weather events.
Adherence to the hospital dress code.

Nice To Haves

Experience answering telephones in a high-call-volume environment.
Knowledge of Cisco and Spok software.

Responsibilities

Process Emergency Life Safety codes, answer the code line on the first ring, page appropriate personnel according to policy and procedure, complete code procedures within 30 seconds, and document codes as instructed.
Answer calls by the fourth ring and process 60–80 calls per hour with 95–100% accuracy.
Document callers’ paging requests neatly and accurately as required.
Use call-processing software and hardware efficiently and accurately.
Make audio pages and announcements correctly and professionally.
Process calls according to established procedures within 15–30 seconds.
Maintain courteous, positive, and professional customer relations with patients, the public, medical staff, and hospital employees, including under duress.
Demonstrate reliable, professional, and ethical work habits that contribute to a positive work environment.
Manage pagers using the vendor portal to execute exchanges, update databases, and verify cost center, name, and department information.
Maintain hospital personnel on-call schedules, completing assigned schedules by the first day of the assigned month with 100% accuracy and following schedules accurately.
Perform other related departmental duties as needed or assigned, accurately and completely.