Service Response Center Switchboard Operator
About The Position
The Service Response Center Switchboard Operator is responsible for providing excellent customer service by answering calls in a courteous, respectful, and professional manner. This role identifies callers' needs by soliciting information to handle requests efficiently and takes initiative to address callers' concerns and complaints. The operator also provides an after-hours answering service for internal clinics, gathering accurate and timely information related to patient needs and paging the on-call physician based on guidelines. The position requires staying updated on changes across multiple campuses and maintaining the switchboard database. Additionally, the operator updates on-call schedules, follows up on discrepancies, and assists Pathology by acting as a third-party witness for sensitive after-hours discussions. The role also involves receiving and dispatching various service requests and documenting interactions thoroughly in appropriate software systems.
Requirements
- High school diploma or GED equivalent
- Two years' experience in a direct consumer service role
- Demonstrated ability to resolve problems under stressful conditions
- Clear and calm telephone-speaking voice
- Excellent interpersonal skills
- Basic computer skills
- Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions
- Typing minimum of 45 words per minute
Nice To Haves
- Experience in handling a high volume of calls in a stressful environment
- Previous experience working in a medical environment
Responsibilities
- Provides excellent customer service by answering calls in a courteous, respectful and professional manner.
- Identifies callers' needs by soliciting information to handle requests efficiently.
- Takes initiative to address callers' concerns and complaints.
- Provides after-hours answering service for internal clinics.
- Gathers information related to a patient?s needs in an accurate and timely manner.
- Pages the on-call physician to relay information based on guidelines.
- Stays abreast of changes on multiple campuses, including main campus, Lexington, Davie and West Campus since the switchboard handles calls for all of the Health System facilities.
- Maintains the switchboard database to reflect changes in the telephone and pager numbers.
- Updates on-call schedules as requested.
- Follows up with clinical departments related to schedule discrepancies and missing data.
- Assists Pathology by acting as a third-party witness to sensitive after-hours discussions with family members related to autopsies.
- Records the discussion and provides the physical copy of the recording to Security to meet documentation requirements.
- Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment.
- Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls.
- Documents thoroughly in appropriate software systems.
- Contacts service department's management personnel as needed to escalate unanswered service requests following SRC's approved guidelines.
- Performs other related job duties as assigned.
Benefits
- Comprehensive suite of Total Rewards: benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in your career development
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
