Switchboard Operator Lead - 3:00 PM – 11:30 PM

Boston Medical Center•Brighton, MA

2d•Onsite

About The Position

Under the direction of the Director of Security, Emergency Management & EHS, this position oversees the daily operations of the medical center’s switchboard. The role involves performing telephone answering, paging, and other telecommunication services utilizing the MediCall and Spok systems. The Switchboard Operator Lead is responsible for scheduling staff, ensuring adequate staffing at all times, and training operators on codes and pagers. This position requires excellent customer service skills, the ability to handle a high volume of calls efficiently, and the capability to perform simultaneous tasks and make sound judgments under pressure. The lead also acts as Security Dispatch and Patient Information during off-hours, monitors alarms, and maintains the confidentiality and security of all medical center data.

Requirements

High school, or equivalent.
Minimum two years experience in a business or medical related field with heavy telephone usage.
Ideally will have performed telephone operator or call director duties in the healthcare field.
1 year of Supervisory experience.
Customer service experience a must.
Excellent interpersonal and communications skills.
Ability to speak clearly and precisely.
Excellent grammar.
Flexibility in a fast paced hectic environment.
Patience under pressure.
Kindness and sensitivity to all the people we serve.

Nice To Haves

Ideally will have performed telephone operator or call director duties in the healthcare field.

Responsibilities

Performs telecommunications functions without requiring constant supervision.
Reports to Director of Security, Emergency Management & EHS.
Effectively communicates with all medical center personnel and the general public in a professional manner.
Provides superior customer service to internal and external clients, customers, and patients.
Responsible for scheduling of staff seven days per week, including vacation and sick time coverage.
Ensures that the switchboard is adequately staffed at all times.
Skilled utilization of the computerized telephone/paging system (MediCall) (includes data input).
Assures operators are competent regarding codes and stat pagers, including set up and training.
Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor "Wandering System," Program and issue pagers/beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
Record and report telephone related problems to the Help Desk to be assigned to Telecom for service/repair.
Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
Capable completion of and utilization of numerous on-call schedules.
Process calls regarding "Interpreter Services" following established procedures.
Respond to and process TDD calls.
Act as Security Dispatch and Patient Information during off-hours.
Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.
Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.
Maintain a professional, pleasant and helpful manner.
Communicate in a warm and courteous manner.
Anticipate customer needs and be flexible in responding to them.
Monitor all alarms and respond/report according to Medical Center procedures.
Performs related duties as needed and assists occasionally in special projects as requested.
Reports immediately to the Director of Security, Emergency Management & EHS any deviation of normal operation.
Reports immediately to the Director of Security, Emergency Management & EHS of any unusual occurrences related to patients, staff, general public or self.
Reports all incidents and/or breaches of procedures to the Director of Security, Emergency Management & EHS.
Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.
Is accountable for abiding by all relevant medical center policies and procedures.
Is accountable for accurately recording/reporting all technical information relative to codes, etc.
Is accountable for observing all policies and procedures of the department and the medical center.