Operator Services - Switchboard (PT 24 hours)

Yale New Haven Health•Bridgeport, 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, computer systems for patient information, answering service, on-call schedules and directories, a computerized attendant console, and paging terminals. Work includes processing incoming and outgoing calls, physician answering-service calls, emergency life-safety codes, alarms, and voice and radio pages, as well as typing and retrieving messages. The associate must be flexible to work weekdays, evenings, nights, weekends, and holidays as needed, and support all Health System locations, including YNHH, BH, and GH. The role may require staffing one or more YNHHS call centers and traveling between them as necessary. Reliable transportation is required, and the associate is expected to report to work during major weather events.

Requirements

High school graduate or GED.
Experience using computers in an office environment.
Ability to type at least 35 WPM.
Ability to function successfully in a team and work independently while competently supporting all aspects of the position.
Excellent decision-making and customer service skills.
Ability to concentrate and distinguish colors, visual cues, and variations in audible alerts and alarms.
Ability to reset alarms, computers, and UPS systems located throughout the Operator Services location.
Exceptional command of English and clear speech with accurate pronunciation, particularly in crisis or stressful situations.
Reliable transportation and ability to report to work during major weather events.
Ability to meet the physical demands of the position, including sitting; using hands to write, type, and handle items; talking and hearing; reaching; occasional standing and walking; and occasionally lifting or moving up to 25 pounds.
Ability to wear a headset-style answering device on or in the ears.
Adherence to the hospital dress code.
Ability to perform the essential job functions with or without reasonable accommodation.

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