Switchboard Operator (Lead) - 40 hours, Monday-Friday MORNING SHIFT

BMC Software•Brockton, MA

22h•$16 - $24

About The Position

The Switchboard Operator (Lead) works in the Communications Department, performing telephone answering, paging, and other telecommunication services using the Meridian and Xtend systems. The position performs telecommunications functions without constant supervision and communicates professionally with medical center personnel and the public. The operator provides customer service to internal and external clients, customers, and patients; answers and directs a high volume of calls; performs paging and answering services; prepares on-call schedules; monitors the Wandering System and alarms; issues beepers; records coverage status; takes messages; updates information and system settings; and maintains telephone, technical, pager, and television problem logs. The operator also processes Interpreter Services and TDD calls, serves as Security Dispatch and Patient Information during off-hours, recognizes system problems and follows backup procedures, and reports unusual occurrences, operational deviations, incidents, and procedural breaches to the Lead Operator. The role requires sound judgment, clear and courteous communication, flexibility in a fast-paced and sometimes stressful environment, and adherence to medical center policies and procedures. The operator is accountable for maintaining confidentiality and security of medical center, staff, and patient information and for accurately recording and reporting technical information. Related duties and occasional special projects may also be assigned.

Requirements

High school diploma or GED.
One year of experience in a business or medical-related field with heavy telephone usage.
Customer service experience.
Excellent interpersonal and communication skills.
Ability to speak clearly and precisely and demonstrate excellent grammar.
Ability to work flexibly in a fast-paced, hectic environment and remain patient under pressure.
Kindness and sensitivity toward the people served.

Nice To Haves

Experience performing telephone operator or call director duties.

Responsibilities

Answer, assist with, and direct a high volume of telephone calls efficiently and professionally.
Use the computerized telephone and paging systems, including Xtend and Meridian, and perform related data input.
Perform paging and answering services for medical center staff.
Prepare and use on-call schedules; monitor the Wandering System; issue beepers; record coverage status; take messages; update information; and make system changes.
Maintain telephone logs concerning telephone, technical, pager, and television problems.
Record and report telephone-related problems to the Lead Technician.
Process calls regarding Interpreter Services according to established procedures and respond to and process TDD calls.
Act as Security Dispatch and Patient Information during off-hours.
Recognize system problems and failures and follow backup-system procedures.
Monitor alarms and respond or report according to Medical Center procedures.
Report operational deviations, unusual occurrences, incidents, and breaches of procedures promptly to the Lead Operator.
Maintain confidentiality and security of medical center, staff, and patient information and accurately record and report technical information.
Provide professional, warm, courteous, and helpful customer service, anticipating customer needs and responding flexibly.
Perform related duties and occasionally assist with special projects as requested.