Phone Operator | PRN

White Rock Medical Center LLC•Dallas, TX

2d•Onsite

About The Position

White Rock Medical Center is a community-based hospital serving Dallas, Garland, Mesquite, and surrounding areas. The Phone Operator (PBX) manages incoming and outgoing telephone communications, directs calls to appropriate departments, and provides professional, courteous service to patients, visitors, employees, and external callers. The role supports hospital operations by helping ensure timely, accurate communication, including announcing emergency codes over the hospital intercom system. The operator is expected to communicate effectively, remain dependable and attentive to detail, maintain a positive attitude, and stay calm and professional in a fast-paced healthcare environment. The position requires availability for weekdays, weekends, rotating shifts, and overnight shifts. The Phone Operator reports to the Manager for assigned duties.

Requirements

One year of experience working in a healthcare environment with a PBX switchboard.
Six months of experience in an entry-level IT Helpdesk role.
GED or high school diploma.
Availability for weekdays, weekends, rotating shifts, and overnight shifts.

Nice To Haves

Some college preferred.

Responsibilities

Answer incoming telephone calls promptly, professionally, and courteously.
Direct and transfer calls to appropriate departments, staff members, or extensions.
Prioritize incoming calls and respond to urgent requests in a timely manner.
Monitor and prioritize calls received on the designated CODE phone, ensuring emergency communications take precedence over routine calls.
Announce hospital emergency codes over the intercom or overhead paging system, including Code Blue, Fire, and other emergency alerts, following established protocols.
Initiate and coordinate emergency communications, including notifying appropriate emergency response teams and personnel.
Operate the hospital PBX telephone system, intercom, and overhead paging equipment.
Assist patients, visitors, and staff with general information, telephone inquiries, and hospital directory assistance.
Maintain accurate and updated department extensions, telephone directories, and emergency contact information.
Follow established procedures for paging hospital personnel and communicating emergency announcements.
Maintain confidentiality of patient, employee, and hospital information in accordance with HIPAA and hospital policies.
Provide excellent customer service while maintaining a professional and positive attitude.
Report telephone or paging system malfunctions to the appropriate department.
Maintain a clean, organized, and professional work environment.
Perform other duties as assigned by the Manager.
Use customer-service scripting and tools, express recognition and appreciation, apply AIDET principles, respond promptly to requests, complaints, and questions, and display a positive attitude.
Follow dress code and nametag policies; answer calls correctly and promptly; prepare for meetings; meet deadlines; act ethically; treat others respectfully; and maintain effective relationships with customers and coworkers.
Attend staff meetings; follow HIPAA guidelines, patient rights policy, and the compliance program; and demonstrate knowledge of disaster response, fire and fire-drill procedures, hospital emergency codes, standard precautions, and applicable environment-of-care programs.