Switchboard Coordinator

American Addiction Centers•Elgin, IL

8d•$20 - $30•Onsite

About The Position

The Switchboard Coordinator is responsible for assisting the manager with operational duties, performance improvement, and process design activities. This role involves providing direction on departmental updates and workflow alterations, compiling statistics, addressing disciplinary issues, troubleshooting communication problems, reviewing time cards, monitoring departmental scheduling, overseeing operator audits, and maintaining answering service account information. Additionally, the coordinator is responsible for answering incoming calls, providing general information, placing long-distance and local calls, responding to alarms and emergency situations, and operating the in-house and long-range page system for medical staff and hospital personnel. The position also requires utilizing department computers and various applications for information dissemination and database maintenance, performing clerical duties, and assisting the manager with various operational tasks and projects. The role acts as a role model for excellence and supports hospital and departmental policies and procedures.

Requirements

High school diploma
4-5 years experience in customer service in a healthcare setting.
2 years previous lead/coordinator experience or demonstrated leader potential
At least 6 mos. – 1 year PBX experience
1-2 years PBS software experience
1-2 years call center experience
Excellent customer service skills
Excellent communication skills
Excellent ability to work within a team setting
Proficient computer skills including spreadsheets, Microsoft Word, Excel and PowerPoint
Detailed oriented.
Strong interpersonal skills.
Strong organizational skills
Ability to delegate assignments efficiently.
Ability to act in a lead capacity
The candidate must be highly customer service orientated.
Must be able to work effectively as a team member
Must be able to work under very stressful situations, handle difficult people, etc.
Ability to work flexible hours to accommodate staffing needs.
Ability to work weekends, holidays and different shifts in order to accommodate staffing needs, is required.
Ability to direct and make decisions regarding peer group.
High degree of one-on-one contact with patients, physicians, all levels of Advocate Sherman Hosptial, other Advocate facilities, and any health related facility as deemed necessary.

Nice To Haves

Knowledge of medical terminology preferred
Accurate typing of 50+ wpm preferred
Bilingual preferred.

Responsibilities

Provides one on one direction in regards to departmental updates, alterations to work flow, written consults, etc. in order to maintain a high accuracy level
Compiles daily and monthly statistics including individual operator statistics as well as department statistics as needed
Notifies manager of any disciplinary problems involving communication operators
Acts as a trouble shooter to alleviate problems with disgruntled physicians, patients, other departments in relation to communications department
Reviews and approves time cards in ReportXpress system
Monitors departmental scheduling including vacation requests/PTO approval; as well as, breaks & lunch schedules
Oversees monthly operator audits both written and over-the-phone, providing immediate feedback and direction to individual operators
Maintains answering service account information up-to-date on a regular basis by keeping good communication with each office manager
Responsible for answering incoming calls (both internal and external) and process to appropriate department, patient room or person.
Provides general information to callers, the general public and hospital personnel needing assistance (i.e. phone numbers, appropriate departments, locations and meetings, etc.)
Places long distance calls for hospital approved personnel and local calls which cannot be dialed from areas that are restricted for outgoing calls
Responds to all alarms (i.e. Code Red, Code Triage, Code Blue, etc.) for fire and disasters as appropriate
Communicates to Public Safety, Emergency Room, Building Operations and other areas when there are emergency situations in the hospital
Learn, comply with and support the policies, procedures, standards and expectations for the department and hospital
Responsible for operating the page system in house and long range for the medical staff, house staff and hospital personnel, both pager and overhead.
Process page requests on the digital and voice pagers
Programs pager requests using telecommunications software
Process all emergency pages for the code teams
Provides reports of the long range pages or overhead calls regarding emergencies, codes, alarms and requested documentation as needed
Provides department and nursing stations with information from on call schedules, pager numbers and physician’s office numbers
Announces overhead page system codes and their location
Utilize department computers and various computer applications to obtain information, provide information to internal and external customers, and maintain information in computer data bases.
Obtain and disseminate hospital information from computer applications for customers (internal/external)
Update computer bases as information changes to assure that customers obtain the most accurate information
Perform clerical duties/data entry as directed by department manager.
Performs duties as assigned by department manager or director.
Performs tasks based on need of department (work group assigned tasks)
Performs basic repairs, investigates reported problems, attends assigned education activities, etc.
Performs any other tasks as assigned by manager or director
Supports and develops departmental goals and vision
Acts as a role model to fellow associates using the Advocate Behaviors of Excellence as a guide
Supports and enforces hospital and departmental policies and procedures
Acts as point person for problems or inquiring dealing from other hospital departments
Performs job duties in such a manner that patients waiting/answering incoming call times do not exceed the established standard
Assures customers confidential information is handled according to established guidelines, policies and procedures
Maintains professional composure and demeanor under stressful situations at all times
Exceeds service expectations in problem solving, trouble-shooting or obtaining needed information for customers
Promotes customer service standards and expectations within the department of communications and serve as role models for fellow associates
Call instances of excellence or non-compliance to the attention of the appropriate supervisor or department head
Promotes increased utilization of ASH services by maintaining customer-focused behavior and responses to all customers
Promotes patient safety be reporting of issues through established channels and participating as requested in safety initiatives
Fills in as an operator on the switchboard to cover vacations, illnesses, midnight call-ins, etc.

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