Night Shift PBX Operator

TEKsystems•Carson, CA

1d•$25 - $25•Onsite

About The Position

The PBX Operator is responsible for answering and redirecting calls for the Hospital, providing general information, phone numbers, and department locations. The role requires demonstrating excellent and compassionate service, problem-solving skills, the ability to remain calm under pressure, and a commitment to customer satisfaction. The operator will also be responsible for understanding and following emergency codes and alarm paging protocols, performing paging functions accurately, and working with Security in handling emergency situations professionally. Additionally, the PBX Operator must avoid HIPAA violations by choosing the correct patient in Epic and registering patients timely and accurately, adhering to the department policy of using two patient identifiers. The role involves delivering excellent customer service with colleagues, physicians, patients, and visitors, and maintaining effective working relationships.

Requirements

Six (6) months or more of phone experience answering calls or phone operator in a hospital or call center is a plus.
Must communicate effectively and clearly both verbally and in writing.
Strong customer service skills.
Positive work ethic.
General computer skills required including: electronic medical record and Microsoft Office.
Knowledge of medical terminology.
Ability to train and orientate new staff.
Ability to be at work and be on time. Adheres to MHS time and attendance policy.
Ability to interact in a positive and constructive manner.
Ability to prioritize and multitask.

Nice To Haves

Bi-lingual (English/Spanish, or English/Vietnamese).
Hospital admitting experience a plus.

Responsibilities

Deliver and provide excellent customer service.
Actively support MHS initiatives, department performance improvement activities to establish continued enhancement of services provided by the PBX department (Meetings, employee engagement survey, education, and training activities).
Demonstrate appropriate level of expertise and proficiency using the PBX paging system (Interactive Intelligence) and the security radio.
Answer and direct calls timely and professionally. Provide general information such as phone numbers and location as required.
Understand and follow all emergency codes and alarm paging protocols. Perform paging functions accurately and timely. Work with Security in handling emergency situations professionally.
Avoid HIPAA violations by choosing the correct patient in Epic and registering patients timely and accurately in Epic. Adhere to department policy of using two patient identifiers.
Deliver excellent customer service with colleagues, physicians, patients and visitors. Maintain effective working relationships with co-workers and others.
Adhere to and support MHS initiatives, department workflows/ improvements and standard work.
Participate in and support department specific performance improvement, staff meetings, and projects (Employee Engagement survey, service excellence, etc.). Participate in the employee engagement action plan and assist with improving the score.
Maintain an appropriate level of expertise in the Interactive Intelligence system and proficiency using the PBX paging system (Interactive Intelligence), fire panel and security radio.
Perform paging functions on both the overhead and pager system in a timely manner that is accurate and expedient. Assist security in handling all emergency situations in a professional cooperative manner. Document all emergency codes timely and accurately in the code book.