Switchboard Operator - Overnight

BMC Software•Boston, MA

1d•$16 - $24•Onsite

About The Position

Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards. Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input). 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,” issue 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 Lead Technician. 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.

Requirements

High school or equivalent
One year experience in a business or medical related field with heavy telephone usage
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
Customer service experience a must

Responsibilities

Provides superior customer service to internal and external clients, customers, and patients
Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input)
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,” issue 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 Lead Technician
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