Switchboard Operator PRN – St. Mary's Hospital

Bon Secours Mercy Health•Richmond, VA

2d•Onsite

About The Position

The Switchboard Operator serves as a representative for a hospital-based, multiple function call center. The Switchboard Operator is responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective and efficient manner. The Switchboard Operator operates the paging service as part of the Amcom messaging system. The Switchboard Operator monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures. The Switchboard Operator is responsible for over 100+ answering service clients (physicians and hospital departments,) paging correct on call providers. Other duties as assigned and attends meetings and educational classes as required.

Requirements

Ability to receive and convey information in a clear and concise manner.
Ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment.
Ability to perform as a team member and work under pressure.
Ability to appropriately handle angry and/or distressed callers.
Minimum of six months of recent customer service experience in a call center environment, medical call center preferred.
Requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level.
Requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner.
Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented.
Requires reliable transportation.
Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations.
Work with little or no supervision.

Nice To Haves

High School Diploma/GED preferred
Medical call center experience preferred
Must be able to multitask between various software applications.

Responsibilities

Answers incoming calls for Bon Secours Virginia and Answering Services.
Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints.
Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion.
Takes complete and accurate messages.
Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public.
Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol.
Appropriately routes calls to additional resources as indicated.
Responds to all codes urgently and maintains an accurate record of all emergency codes.
Performs all overhead paging in a pleasant and professional manner.
Maintains and updates current on call schedules for the answering service and various hospital departments, using the Amcom On-Call scheduling system.
Contacts appropriate on call personnel in a calm, timely and efficient manner
Stays abreast of changes, new areas and/or services within BSV.
Informs management of required database updates.
Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings.
Maintains the confidentiality of all data, including patient, employee and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols.
Reports all equipment trouble to appropriate person and calls equipment vendor when IS Telecommunications equipment is in need of repair.
Dispatches Maintenance/Engineering or Security personnel via radio patching to convey messages and/or repairs.
Assist Lead Operators in the training of new operators.
Supports the mission and values of BSHSI and adheres to all hospital and department policies and procedures.
Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.