PBX Operator (Full-Time, Tue 10A-8P Weds- Fri 12P-10P)

Washington Regional Medical System•Fayetteville, AR

1d•Onsite

About The Position

The role of the PBX Operator reports to the Service Desk Manager. This position is responsible for managing the hospital’s telephone switchboard and communication systems to ensure efficient and accurate call routing. This position serves as the first point of contact for internal and external callers, providing courteous and professional assistance while maintaining confidentiality and compliance with hospital policies. The PBX Operator also monitors emergency communication systems and supports critical response protocols.

Requirements

High school diploma or equivalent.
1–2 years of experience in a PBX or call center environment, preferably in healthcare.
Familiarity with multiline phone systems and paging equipment.
Strong verbal communication and customer service skills.
Ability to remain calm and professional during emergencies.
Basic computer skills and experience with call management software.

Nice To Haves

Additional coursework or certification in telecommunications or customer service.
Knowledge of hospital emergency codes and procedures.

Responsibilities

Operate the hospital’s PBX (Private Branch Exchange) system to route incoming, outgoing, and interoffice calls promptly and accurately in a high-volume call center environment.
Provide directory assistance and maintain updated contact lists for hospital staff and departments.
Process complex emergency tasks for safety codes through administering call team notifications, documentation, and dissemination of information for all calls while notifying appropriate personnel and following call and code requirements and maintain standards of operations.
Adhere to strict guidelines related to the security and integrity of patient and organizational data to ensure the release of information is consistent with all privacy policies and within HIPAA guidelines.
Assist with paging and overhead announcements as required.
Maintain accurate logs of calls, messages, and emergency notifications.
Maintain adherence to the standards of customer service, effective communication and courtesy that fosters positive working relationships and ensure effectively meeting and maintaining established standards for every interaction and effective de-escalation protocol.
Assist with providing coverage on any shift, as needed to staff a 24/7 department.
Support disaster recovery and emergency communication procedures.
Assist in training new PBX operators on system use and hospital protocols.
Participate in periodic audits of contact directories and emergency procedures.
Maintain knowledge of hospital departments, services, and key personnel for efficient call handling.