Switchboard Operator

North Country Hospital•Newport, VT

23d

About The Position

The Switchboard Operator is a key point of contact for patients and callers, directing calls to the appropriate person or department and helping anxious or upset callers feel reassured. The role also performs routine clerical and quality-assurance duties and must comply with HIPAA regulations regarding protected health information (PHI).

Requirements

High school diploma or equivalent.
Good communication skills.
Ability to interact with a variety of people in a friendly and professional manner.

Responsibilities

Operate a multiple-line console to relay incoming, outgoing, and internal calls.
Answer and screen calls for the hospital and its answering services according to established protocols.
Relay calls to the appropriate department or extension; transfer or hold calls when necessary.
Instruct callers on the best way to contact services directly.
Transfer calls to inpatient rooms in the Preventive Care Unit or Maternal Child Unit.
Maintain the Patient Access Call Log, including the caller’s name, patient involved, and reason for speaking with the on-call doctor.
Page the on-call doctor using the appropriate beeper number and connect the doctor to the patient by telephone.
Help distribute visitor badges to after-hours visitors of inpatients.
Perform quality assurance on ONP orders to verify that they are entered correctly in each patient encounter and that the information is accurate.
Perform quality assurance on orders received from the radiology department to verify correct entry in each patient encounter and accuracy of information.
Perform quality assurance on Explanation of Benefits (EOB), insurance appeals, and related insurance information received from Patient Financial Services.
Perform quality assurance on scanned PHI from Health Information Management (HIM).
Scan information related to financial assistance and insurance coverage verifications into patient charts.
Follow HIPAA regulations regarding patient health information.