Phone Operator | PRN

White Rock Medical Center•Dallas, TX

1d•Onsite

About The Position

The Phone Operator (PBX) manages incoming and outgoing telephone communications at White Rock Medical Center, directs calls to the appropriate departments, and provides professional, courteous service to patients, visitors, employees, and external callers. The role supports hospital operations by ensuring timely and accurate communication, including announcing emergency codes over the hospital intercom system. The Phone Operator is expected to communicate effectively, maintain a positive attitude, be dependable and detail-oriented, and remain calm and professional in a fast-paced healthcare environment. Availability for weekdays, weekends, rotating shifts, and overnight shifts is required.

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, giving emergency communications precedence over routine calls.
Announce hospital emergency codes over the intercom or overhead paging system, including Code Blue, Fire, and other emergency alerts, in accordance with 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, recognize and appreciate others, apply AIDET principles, respond promptly to requests, complaints, and questions, and display a positive attitude.
Follow dress code and nametag policies; answer phones correctly and promptly; prepare for meetings; meet deadlines; avoid gossip; act ethically and respectfully; respect others' time; and maintain effective relationships with customers and coworkers.
Attend staff meetings and follow HIPAA guidelines, patient rights policy, and the compliance program.
Demonstrate knowledge of the role in a disaster, fire and fire-drill procedures, and hospital emergency codes.
Use standard precautions in the clinical setting and safely manage the environment of care, including awareness of life safety, utilities management, hazardous materials, emergency preparedness, safety management, medical equipment management, and security management requirements.