Switchboard Operator

Altru Health System • Grand Forks, ND

5d • $16 - $24 • Onsite

About The Position

Everything we do is underscored by a why — and that why is one another. Location: Altru Hospital 1200 South Columbia Road Grand Forks, ND 58201 Pay Range: $16.26 - $24.38 Summary: Responds to emergencies/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation including tracking of 911 calls to dispatch. This position handles all communication in a prompt, accurate, and courteous manner both over the phone and in-person. The representative initiates and manages interactions with on-call personnel and coordinates and assists with paging appropriate personnel as directed. When the Security Officer is called away from their station, the Switchboard Operator acts as a resource for families by answering questions and directing them to services they may need primarily over the phone. Work Schedule: Part-time, 20 hours per week. Typical schedule between 8:00am to 9:00pm in 4 to 8-hour increments. Required to work every 3rd weekend

Requirements

• This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

Responsibilities

• Positively greets and accurately communicates information to all patients and guests arriving at Altru Health System.
• Initiates and implements all aspects of service excellence utilizing good judgment in providing companionship/escort services as deemed appropriate while ensuring all patient/guest needs are met.
• Handles all communication over the phone or in person in a prompt, accurate, timely and courteous manner.
• Proactively helps identify service needs within Altru Health System (i.e. cafeteria, restrooms, telephone, etc.) and outside of Altru Health System (i.e. convenient restaurants, hotels, shopping locations, and community attractions).
• Responds to all emergency/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation.
• Creates log for each emergency with detailed information (i.e. time of call, location, time overhead completed, time page was sent, any unusual nuances with the calls, etc.)
• Monitors the facilities Control Center Screens; responds to system alarms, locates the area impacted, silences the alarm, and imitates emergency notification processes specific to each area (Fire, Infant Security, and or Pneumatic tube system).
• Takes calls for Biomed, IT, and Maintenance after business hours; logs non urgent issues or follows appropriate processes for notification of on call personal for urgent issues.
• Receives and screens internal and external calls; answers incoming emergency and non-emergency calls for medical service.
• Triages calls to appropriate areas or creates electronic messages and sends to appropriate provider office for follow-up.
• Coordinates closely with Guest Service Representatives, Greeters and other service areas within Altru Health System to maximize the ability to provide patient/guest assistance and services; works collaboratively with volunteers.
• Utilizes computer systems to look up information to direct the patients, family members and visitors appropriately. (i.e. scheduled appointments, physician location, patient rooms, etc.).
• Captures patient information from callers after hours regarding appointments or other medical questions.
• Follow-up with appropriate staff as needed.
• Coordinates and assists contacting providers on-call at all times of the day including weekends.
• Ensures all call schedules are accurate.
• Updates call schedules as needed.
• Coordinates and assists contacting Case Management/Care Management team members from outside facilities and family members.
• Will cross train in Guest Service Representative role as part of professional development.

Benefits

• Altru offers a comprehensive benefits package to its full- and part-time employees.
• Excellent benefits include a health plan and 401(k) retirement plan.
• Other benefits include a dental plan, vision plan, life and disability insurance, education assistance, paid time off (PTO)

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees