Switchboard Operator - 32 hours, Thursday - Sunday (Morning Shift)

BMC Software•Brockton, MA

22h•$16 - $24

About The Position

The Switchboard Operator performs telephone answering, paging, and other telecommunications services using the Meridian and Xtend systems. Under the direction of the Lead Operator, the operator handles telecommunications functions without constant supervision and communicates professionally with medical center personnel and the general public. The role provides customer service to internal and external clients, customers, and patients; answers, assists with, and directs a high volume of calls; performs paging and related services; maintains on-call schedules and telecommunications records; processes interpreter-service and TDD calls; and serves as Security Dispatch and Patient Information during off-hours. The operator monitors alarms, recognizes system problems, follows backup procedures, and reports operational deviations, unusual occurrences, incidents, and procedural breaches to the Lead Operator. The position requires maintaining the confidentiality and security of medical center, staff, and patient information and following relevant organizational and departmental policies and procedures.

Requirements

High school diploma or GED.
One year of experience in a business or medical-related field involving heavy telephone use.
Customer service experience.
Excellent interpersonal and communication skills.
Ability to speak clearly and precisely, with 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 as a telephone operator or call director.

Responsibilities

Provide customer service to internal and external clients, customers, and patients in accordance with Service Excellence Standards.
Use the computerized Xtend telephone and paging system, including data input.
Answer, assist with, and direct a high volume of calls efficiently and professionally.
Perform paging and answering services for medical center staff and related telecommunications functions.
Prepare and use on-call schedules; monitor the Wandering System; issue beepers; record coverage status; take messages; update information; make system changes; and maintain telephone, technical, pager, and television problem logs.
Record and report telephone-related problems to the Lead Technician.
Process Interpreter Services calls according to established procedures and respond to TDD calls.
Act as Security Dispatch and Patient Information during off-hours.
Recognize system problems and failures, and follow backup-system procedures.
Work without direct supervision, exercise sound judgment, and follow medical center and departmental policies and procedures.
Maintain a pleasant, professional, warm, courteous, and helpful manner; anticipate customer needs and respond flexibly.
Monitor alarms and respond or report according to Medical Center procedures.
Immediately report deviations from normal operations and unusual occurrences involving patients, staff, the public, or the operator to the Lead Operator.
Report incidents and breaches of procedures to the Lead Operator.
Maintain the confidentiality and security of medical center, staff, and patient information, and accurately record and report technical information relating to codes and other matters.
Perform related duties and occasionally assist with special projects as requested.