PBX Operator

Intermountain Health • Salt Lake City, UT

1d • $17 - $22 • Remote

About The Position

This position directs internal and external calls, focusing on quality, customer service, correct evaluation of calls, and providing correct information and/or connecting caller with proper party. Connects callers seeking medical information or attention with on-call physicians. Facilitates the overall flow of communication with hospital resources and employees.

Requirements

• Shift-hours flexibility.
• Demonstrated excellent verbal and written skills.
• Demonstrated excellent telephone etiquette.
• Multi-task, prioritization, and organization skills.
• Demonstrated ability to work well under pressure, and work both independently and as part of a team.
• Excellent working knowledge of computer email programs, spreadsheets, word processing, and reporting programs.
• Demonstrated excellent customer service skills to include being courteous and helpful.

Nice To Haves

• Experience operating complex phone systems or computer systems

Responsibilities

• Answers internal and external calls with proper telephone etiquette.
• Communicates well both verbally and in written form.
• Provides information to callers in a helpful and courteous manner following HIPAA and Confidentiality Policies and guidelines, processing calls to proper location promptly.
• Maintains an excellent working knowledge of the PBX telephone system, AMCOM, and all paging protocols and proprietary software programs.
• Instructs callers to use long distance authorization code where applicable and assists others in making long distance calls, and conference calls when necessary and appropriate.
• Follows processes and guidelines for overhead paging, while maintaining confidentiality at all times and communicating in a professional manner.
• Responds appropriately to CODE calls and emergencies.
• Records pertinent information on Alarm & Code databases.
• Knows and follows procedures for TDD/TTY Hearing impaired phone when applicable.
• Adheres to the release of information, HIPAA, and confidentiality policies and procedures.
• Releases information to customers or co-workers according to policy and guidelines.
• Does not violate HIPAA or talk about patient information with co-workers unless necessary for the care of that patient.
• Customer Service oriented.
• Gives and receives constructive criticism.
• Takes control of a conversation without becoming discourteous or upset with callers.
• Stays calm under pressure and makes decisions independently, while following HIPAA and Confidentiality Policies and guidelines.
• While operators do not perform dispatch duties on a regular basis, they are required to know how to readily perform various dispatch functions, such as: paging emergency codes, dispatching service calls to the Security department and also the Engineering department.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Tuition coverage for undergraduate studies, high school diplomas, and professional skills and certificates through the PEAK program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed