Service Response Center Switchboard Operator

Advocate Health and Hospitals Corporation • Wake Forest, NC

2d • Onsite

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, handles requests efficiently, and takes initiative to address concerns and complaints. The operator also provides an after-hours answering service for internal clinics, gathering patient information accurately and timely, and paging on-call physicians. They must stay updated on changes across multiple campuses and maintain the switchboard database. Additionally, the operator updates on-call schedules, assists Pathology with sensitive discussions, and dispatches various service requests. This role requires thorough documentation and escalation of issues as needed.

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

• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED