Switchboard Operator, Part-Time Varied shifts to include Days and Nights

Northwestern Medical Center•St. Albans, VT

4d•$17 - $24

About The Position

The Switchboard Operator I answers incoming calls to the hospital’s main telephone line, answering service lines, and internal operator lines. The operator assesses callers’ needs and uses established protocols to answer questions, transfer calls, take messages, send pages, and facilitate other communications. The role monitors and prioritizes the internal emergency phone line, radio, and alarms, and carries out emergency response protocols, including overhead paging as needed. The operator also helps compile and distribute on-call schedules and may support clerical and patient access work, such as routing faxes, scanning documents, and entering and verifying registration and insurance information. This is a part-time position totaling 48 hours bi-weekly. The schedule is every Sunday and Monday night from 11 p.m. to 7 a.m., as well as every Friday day shift from 7 a.m. to 3 p.m. The role is primarily sedentary and requires manual dexterity. The work involves emergency or crisis situations, frequent interruptions, occasional pressure from multiple incoming calls, and often staffing the switchboard alone. The hiring range is $17.00 to $24.17 USD. Individual compensation is based on factors including relevant experience and internal equity, with placement determined by the candidate’s qualifications and alignment with the role’s requirements. Northwestern Medical Center describes its mission as providing exceptional health care to the community and emphasizes employee health and well-being. It offers a benefits package with recognized national carriers, but specific benefits are not listed.

Requirements

High school diploma or equivalent.
Detail-oriented and organized, with the ability to handle multiple tasks and responsibilities and prioritize appropriately.
Ability to remain calm under pressure.
Strong communication skills and the ability to communicate professionally and tactfully.
Ability to perform manual dexterity tasks.

Nice To Haves

Prior customer service experience preferred.
Experience in a medical office or hospital setting preferred, but not required.

Responsibilities

Answer incoming calls to the hospital’s main telephone line, answering service lines, and internal operator lines.
Assess callers’ needs and follow protocols to answer questions, transfer calls, take messages, send pages, or facilitate other communications.
Communicate accurately and promptly with patients, team members, the public, and management while protecting confidentiality.
Organize and prioritize competing tasks, calls, and alerts; gather information from multiple sources and seek assistance when needed.
Use the daily log to communicate clearly between hospital operators and help keep the operator reference directory current.
Maintain accurate and legible on-call lists, double-check them, distribute schedules, obtain current scheduling information, and document coverage changes.
Monitor and prioritize the internal emergency phone line, radio, and alarms; use protocols and judgment to respond to emergencies.
Make overhead pages as required and complete and file emergency response checklists.
Scan patient documents into the electronic record in a timely manner.
May be cross-trained to monitor, review, and route or upload incoming faxes.
May be cross-trained to complete reference lab registrations, including entering registration and insurance information, verifying insurance, and scanning orders.
Review work for completeness and accuracy and comply with organizational quality assurance and insurance requirements.
Complete registrations to meet department accuracy and error-resolution standards, including greater than 90% final accuracy and greater than 75% error resolution.
Manage personal work and resources effectively, recognize limits, seek learning resources and feedback, use equipment and supplies appropriately, and maintain an orderly environment of care.
Attend at least 50% of monthly staff meetings.