Private Branch Exchange Operator

McLaren Health Care•Pontiac, MI

About The Position

The PBX Operator supports the healthcare facility by providing good customer service and a positive patient experience. The role manages incoming and outgoing calls, looks up patients and transfers calls to patient room numbers, facilitates internal and external communication, and ensures timely delivery of critical messages. The operator uses a Lucent Technologies Definity PBX console, manages communication alerts such as Rave notifications, and maintains accurate daily on-call schedules for physicians and departments. The role also relays and records written and verbal messages and documents and maintains disaster and code information.

Requirements

High school diploma or GED.

Nice To Haves

Previous PBX, telecommunications, or call center experience.
Healthcare environment experience.

Responsibilities

Answer calls to the console and connect callers to requested extensions.
Make public address announcements, including code announcements, and dial numbers for physicians, employees, and patients according to established policies.
Keep telephone equipment, including pagers, in working order.
Maintain records relating to fire and disaster drills and logs such as Stat pages and media calls.
Dispatch internal and external messages accurately, including urgent notifications, overhead announcements, and Rave communication alerts.
Monitor communication equipment and report malfunctions or service interruptions.
Receive daily on-call schedules for physicians, clinical departments, and specialty services.
Verify submitted schedule accuracy and follow up with departments to resolve discrepancies.
Update and distribute the daily on-call schedule sheet in accordance with facility protocols.
Make real-time scheduling updates when changes occur so staff have access to current information.
Follow established procedures for emergency codes, disaster communication, and escalation protocols.
Activate Rave alerts or other mass notification systems as directed.
Provide communication support during drills, emergencies, and downtime events.
Document significant communication events in logs or tracking systems.
Support workflow efficiency through ongoing communication with clinical and administrative teams.
Participate in training, competency assessments, and quality improvement initiatives.
Provide good customer service to promote the patient experience.
Perform other duties as assigned.