Switchboard Operator

Northern Arizona Healthcare•Flagstaff, AZ

About The Position

The Switchboard Operator/Dispatcher is responsible for hospital switchboard and dispatch operations. This role provides customer service through administrative telephone answering, monitoring codes and alarms, and dispatching security officers to emergency and non-emergency calls. The operator uses multiline telephone and dispatch equipment to answer and route calls, provide information, and transfer callers to appropriate destinations. The position also receives, coordinates, and disseminates critical information among multiple sources and resources within required time frames. The role supports dispatching, communications, monitoring, documentation, and safety and compliance activities. The operator monitors hospital alarm and surveillance systems, communicates with security and facilities personnel, maintains logs and records, and uses computer systems to retrieve and enter information. The position also participates in drills and assists with training new operators and dispatchers.

Requirements

High school diploma or GED.
Telephone and/or customer service experience.
Understanding of computers and competence using computers and basic software programs.

Nice To Haves

Experience with Microsoft Windows workstation environments and MS Office products, such as Word and Excel.

Responsibilities

Perform overhead paging, in-house paging, and announcements.
Monitor and respond to hospital alarm systems, notify appropriate personnel or agencies, and document codes and alarms according to procedure.
Dispatch security officers to routine and emergency calls, notify appropriate agencies, and maintain accurate documentation.
Participate in drills, including code pink and code red drills.
Use current systems in the Dispatch Center and assist with training new operators and dispatchers.
Use the emergency notification system when a major incident requires implementation of a command system.
Monitor multiple security and access-control screens, including video monitors and the switchboard monitor.
Monitor and respond to radios for Security, Facilities, and Plant Operations; maintain awareness of security officers' availability.
Dispatch security officers, monitor Facilities and Plant Operations radio requests for assistance, and enter incoming calls and dispatched-officer calls in logs.
Relay helicopter arrival updates to Security to support patient off-loading.
Identify reportable events and dispatch accordingly.
Operate a multiline telephone device and communicate verbally or by TDD with callers.
Answer, evaluate, and prioritize administrative telephone calls; obtain accurate information and determine callers' needs.
Use computer terminals and computerized resources to answer questions and respond to queries.
Search for patients and answer or relay questions about patient location and visitation privileges using the in-house computer.
Update extensions and procedures; provide 411 assistance to employees, patients, and the community.
Assist the information desk as needed and properly transfer, connect, route, relay, or refer calls and messages.
Monitor surveillance systems for security purposes and review past events to support patient and visitor safety.
Monitor communications equipment, troubleshoot as needed, report failures or problems, and test equipment as required.
Coordinate access-control alarms with the appropriate surveillance cameras.
Log and search patient lost-and-found items in the database.
Update the on-call list in PBX, maintain a log of patients who expire at the hospital, and maintain repair and supply logs.
Update operator log books and use a PC for data entry, reports, and statistical retrieval.
Prepare reports for the director as requested.
Report safety-related incidents promptly through the Midas/RDE tool, attend safety training, work safely, and monitor the work environment for safety issues.
Comply with applicable state and federal regulations, statutes, and company policies.
Keep required certifications and licenses current, if applicable, and complete mandatory modules and job-specific training within specified time frames.