Switchboard Operator - 24 hours, Sunday - Tuesday 3:00pm to 11:00pm

Boston Medical Center•Brockton, MA

About The Position

Under the direction of the Lead Operator, the Switchboard Operator provides telephone answering, paging, and other telecommunications services using Meridian and Xtend systems, working without constant supervision. The role serves medical center staff, patients, visitors, and the general public with clear, professional, and courteous communication. It includes handling high volumes of calls, supporting paging and answering functions, maintaining schedules and system information, monitoring alarms, and responding to system issues and off-hours requests. The operator is accountable for protecting confidential information, accurately reporting technical and operational issues, and following medical center and departmental policies and procedures.

Requirements

High school diploma or GED preferred.
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.
Flexibility in a fast-paced, hectic environment and patience under pressure.
Kindness and sensitivity toward the people served.
Ability to perform simultaneous tasks, exercise sound judgment under stressful circumstances, and work without direct supervision.

Nice To Haves

Experience performing telephone operator or call director duties.

Responsibilities

Answer, assist with, and direct a high volume of calls efficiently and professionally.
Use the computerized telephone and paging system, including Xtend data entry.
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 logs related to telephone, technical, pager, and television problems, 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.
Report deviations from normal operations, unusual occurrences, incidents, and procedural breaches promptly to the Lead Operator.
Accurately record and report technical information related to codes and other matters.
Maintain confidentiality and security of medical center, staff, and patient information and follow applicable policies and procedures.
Perform related duties as needed and occasionally assist with special projects.