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

Boston Medical Center•Brockton, MA

About The Position

The Switchboard Operator (Lead) performs telephone answering, paging, and other telecommunications services using the Meridian and Xtend systems. The operator handles these functions without constant supervision and provides professional, courteous service to medical center personnel, patients, and the public. The role handles high call volumes and paging services, prepares and uses on-call schedules, issues beepers, monitors systems and alarms, processes interpreter-service and TDD calls, and may act as Security Dispatch and Patient Information during off-hours. The operator recognizes and reports system problems, follows backup procedures, maintains logs and records, and follows medical center and departmental policies, including requirements for confidentiality and information security.

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 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, use sound judgment under stressful circumstances, and work without direct supervision.

Nice To Haves

Experience as a telephone operator or call director.

Responsibilities

Answer, assist with, and direct a high volume of telephone calls efficiently and professionally.
Use the computerized telephone and paging system (Xtend), including entering data, and 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, technical, pager, and television problem logs, 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, use the backup system, and follow associated procedures.
Monitor alarms and respond or report according to Medical Center procedures.
Report deviations from normal operation, unusual occurrences, incidents, and procedural breaches to the Lead Operator immediately.
Maintain confidentiality and security of medical center, staff, and patient information; accurately record and report technical information related to codes.
Perform related duties and occasionally assist with special projects as requested.