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

Boston Medical Center•Brockton, MA

About The Position

The Switchboard Operator works under the direction of the Lead Operator and performs telephone answering, paging, and other telecommunications services using the Meridian and Xtend systems. The operator is expected to perform these functions without constant supervision and to communicate professionally with medical center personnel and the general public. The role handles a high volume of calls and supports medical center paging and answering services, on-call schedules, beepers, the Wandering System, interpreter services, TDD calls, and off-hours Security Dispatch and Patient Information. The operator monitors alarms, recognizes system issues and backup procedures, maintains relevant logs and information, and reports problems or unusual occurrences to the Lead Operator. The position requires sound judgment, confidentiality, and adherence to medical center and departmental policies and procedures.

Requirements

High school diploma or GED.
At least 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 use excellent grammar.
Ability to work flexibly in a fast-paced, hectic environment and remain patient under pressure.
Kindness and sensitivity toward the people served.
Ability to perform simultaneous tasks and exercise sound judgment in stressful circumstances.

Nice To Haves

Experience as a telephone operator or call director.

Responsibilities

Provide courteous, professional customer service to internal and external clients, customers, and patients.
Use computerized telephone and paging systems, including Xtend, and enter system data.
Answer, assist with, and direct a high volume of calls clearly, politely, and efficiently.
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; and make system changes.
Maintain telephone, technical, pager, and television problem logs, and report telephone-related problems to the Lead Technician.
Process Interpreter Services calls 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.
Work without direct supervision, use sound judgment, and follow medical center and departmental policies and procedures.
Maintain confidentiality and security of medical center, staff, and patient information; accurately record and report technical information related to codes and other matters.
Immediately report deviations from normal operations, unusual occurrences, incidents, and procedure breaches to the Lead Operator.
Perform related duties and occasionally assist with special projects as requested.