Switchboard Operator - HK - PRN - Shift Varies

Huntsville Hospital Health System•Sheffield, AL

11d

About The Position

The Switchboard Operator answers, screens, and processes PBX and Nurse Call communications from patients, staff, and the general public, dispatching or transferring calls promptly, accurately, and courteously. The position requires continuous auditory and visual attention to the PBX and Nurse Call systems, independent work with minimal supervision, and the ability to respond appropriately to emergencies and alarms while maintaining confidentiality of patient and hospital information. The role requires availability to provide short-notice absentee replacement and to handle multiple calls and inquiries under pressure.

Requirements

High school degree or equivalent preferred.
Basic computer and typing skills.
Customer service skills.
Ability to answer the telephone and use a computer terminal.
Ability to work with a PBX and Nurse Call System.
Ability to make decisions requiring judgment that could affect a patient's life.
Ability to handle pressure from multiple calls and inquiries.
Available to handle absentee replacement on short notice.
Prolonged sitting; occasional reaching, stooping, bending, kneeling, and crouching; light physical effort, including lifting or carrying up to 10 lbs.

Nice To Haves

Prior experience in switchboard operation and/or customer service.

Responsibilities

Operate a multiple-position telephone switchboard to relay incoming, outgoing, and inter-office calls.
Answer and dispatch calls promptly, courteously, and professionally, demonstrating friendliness, respect, promptness, courtesy, and sensitivity to patients and others.
Use resources effectively and remain aware of service lines and commonly requested information.
Use hospital census information and routinely print it in anticipation of network downtime.
Identify problems in a timely manner.
Monitor Nurse Call and answer and dispatch patient calls promptly and accurately.
Follow up on overtime calls and re-page staff as needed.
Notify nursing units appropriately about delays or problems.
Learn and apply new skills, maintain competency in required job skills and knowledge, and work with minimal supervision.
Maintain strict confidentiality regarding patient and hospital information.
Respond to emergency calls according to established protocols.
Expedite calls to and from Security.
Monitor alarms in the PBX area and notify appropriate departments of problems or page Code according to protocols.