Switchboard Operator -- GUEST RELATIONS -- Mon Medical Center Main Campus

CAMC Health System•Morgantown, WV

1d•Onsite

About The Position

The Switchboard Operator provides a positive, patient-centered experience for people contacting Mon Health Medical Center. The operator transfers calls to the appropriate departments, makes overhead announcements for medical alerts, resets passwords, and serves as a primary contact for questions about the organization. The role includes monitoring alerts and alarms, responding to STAT calls, and supporting after-hours IT issue triage and follow-up. The position is PRN, with a varying work schedule, at Mon Medical Center Main Campus in Morgantown, West Virginia.

Requirements

High school diploma or GED.
Excellent oral and written communication skills and interpersonal relationship skills.
Attention to detail and ability to learn quickly in a fast-paced environment.
Ability to work with different computer programs to reset passwords and/or contact the IT on-call department.
Ability to work varying shifts to accommodate business needs.

Nice To Haves

Previous call center or support center experience.
Healthcare experience or knowledge.

Responsibilities

Answer and forward incoming calls professionally and in a service-oriented manner.
Professionally de-escalate upset customers and resolve conflicts to improve customer respect and confidence.
Respond to customer inquiries about department repair policies and forward inquiries to the appropriate departments.
Monitor fire, safety, and other alerts and alarms, and report conditions to appropriate personnel according to protocol.
Overhead page physicians and departments as required by paging procedures.
Prioritize incoming calls and respond immediately to STAT phone calls to alert the facility.
Log and enter trouble tickets in Service Desk and route issues to the appropriate on-call technician.
Reset passwords for Active Directory, Cerner, and other systems as defined.
Assess after-hours IT problems and inquiries, assign severity levels and resolution paths, and follow through on resolution.
Perform other duties as assigned.