Switchboard Operator

American Addiction Centers • Elgin, IL

6d • $19 - $28 • Onsite

About The Position

The Switchboard Operator receives and processes incoming and outgoing calls for the Communications department. This role involves answering, transferring, and directing internal and external calls, providing routine information, assisting with information exchange, and offering general hospital information. The operator must also be able to identify and respond to issues with the Cisco telephone system, Amcom system, or Code issues, handle angry callers appropriately, maintain confidentiality, and manage multiple tasks simultaneously. A key aspect of the role is maintaining exceptional guest relations and promoting the hospital/system philosophy through courteous and professional interactions.

Requirements

• High School Diploma or equivalent.
• 1 + year experience in a position requiring frequent interaction with customers, clients, students and/or prospects, either face-to-face or via telephone.
• Some experience in answering service/switchboard areas.
• Computer and typing skills.
• Ability to speak, read, write and understand English clearly, as related to job activities.
• Has excellent spelling and grammar.
• Exhibit good judgment and take reasonable action to accomplish objectives with minimal direct supervision.
• Good Communications skills.
• Analytical and problem-solving skills.
• Basic PC skills with the ability to navigate in Windows environment.

Responsibilities

• Answers, transfers, and directs internal and external incoming calls including but not limited to, physicians, hospital staff, patients to proper numbers.
• Gives routine, non-interpretive information on request.
• Provide information on patient location and be familiar with call restrictions of each area.
• Assist fellow employees with exchange of information.
• Provide general information regarding the hospital and offices to patients, physicians, associates and all other callers.
• Determine what action to take when an immediate problem arises with the Cisco telephone system, Amcom system or Code issue.
• Ability to provide an appropriate initial response to angry callers and contact correct people.
• Maintains confidentiality.
• Ability to handle multiple tasks simultaneously.
• Is dedicated to meeting the expectations and requirements of internal and external customers; get firsthand customer information and uses it for improvements in services; acts with the customer in mind.
• Follows proper protocol for all emergency procedures.
• Monitor alarms and contact proper personnel when needed.
• Contact proper individuals/departments for emergency situations.
• Process 911 calls from all sites connected to the Sherman campus switch.
• Thorough knowledge of the operations of the Amcom system and the Communications department.
• Use proper procedural sheets for documenting all codes.
• Monitor Weather Radio and alerts appropriate personnel when necessary.
• Communicate problems with staff or equipment to the other operators immediately including updates to the oncoming shift change operator(s).
• Keep work area clean and safe.
• Follows proper procedure for all aspects of supporting the paging operations.
• Able to program long range papers through the outside vendors.
• Able to distribute and explain functions of pagers.
• Able to receive pagers for repair and write down proper information.
• Working with customers in troubleshooting issues and/or replacing pagers.
• Calling the paging system vendor (American Messaging) for issue management.
• Can effectively work under pressure.
• Monitors on Emergency Code Pager notification that the Code has been paged out correctly and assists other operators when necessary, including exchange of information.
• Maintains exceptional guest relations and promotes the hospital/system philosophy.
• Interact with clients, patients, visitors in a helpful, courteous, and results-oriented manner, according to established departmental and hospital guidelines.
• Use proper telephone etiquette and acts in a courteous and professional manner on all calls.
• Respect ideas, opinions, and assistance from peers, management, and hospital staff to promote a team environment.
• Participate in quality and process improvement efforts.
• Encourage and treat all associates and customers with respect, integrity and dignity.
• Builds relationships by assisting coworkers with conference phone set up and/or patient room phones as needed.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED