Switchboard Operator

MyMichigan Health • Midland, MI

99d

About The Position

This position answers all incoming calls for three medical centers on a multi-trunk switchboard, doctor’s exchange, and wall phones. Also answers the after hour calls for Home Care and MPG offices in Farwell, Clare, Mt. Pleasant, Harrison and Gladwin. Monitors alarm systems, pages appropriate codes, and personnel as requested. Maintains electronic messages of patients requesting contact with physicians and also medical center personnel requests. Records daily instructions from physicians and personnel. Maintains an on-call record of the physicians. Responsible for updating this schedule on the MyMichigan Intranet page. Relays messages and assists all customers with telephone usage. Maintains phone and pager equipment, including adding, deleting information on pager list. Responsible for entering all physician whereabouts information into the Medi-Cal system. Responsible to obtain information on all new physicians entering the health system.

Requirements

• High school diploma or GED is required.
• Knowledge of Switchboard practices and procedures as normally acquired through 18 months to two years experience working in the medical center or similar setting preferred.
• Information retention skills needed to accurately take and relay messages.
• Organizational skills needed to prioritize workload and record information accurately.
• Interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner.

Responsibilities

• Answer all incoming calls expediently, execute proper disposition of calls in a professional manner, and provide all callers efficient communication means frequently.
• Page physicians, on call employees, and other personnel as requested, maintain accurate up-to-date records of the whereabouts and methods of reaching personnel, and provide service as needed on a frequent basis.
• Regularly maintain files on patient information with constant awareness and protection of patient rights and confidentiality, giving family and friends an opportunity to converse with the patient.
• Monitor code lights, emergency phone lines, TDD line, and City of Midland emergency warning system. Remain prepared to page appropriate emergency code at any given moment according to proper procedure, and produces accurate warning and safety measures for patients and personnel on a regular basis.
• Receive and record calls from Doctor’s Exchange Line, relay messages to physicians for after office hours calls, enter patient messages in computer, and document how physician was contacted on a regular basis.
• Other duties as assigned, including cross training of the Security Dispatch position, including: Receive telephone, verbal and written service requests and record information; communicate by dispatching, verbal, and/or writing information to appropriate staff.
• Input data via TMS system for maintenance database, assist by providing maintenance reports as required; record all security activities on security dispatch software.
• Monitor and page all fire codes as received on the fire monitor/computer system located in dispatch; monitor all panel and computer alarms and report to the appropriate staff.
• Receive, record, and distribute information and/or items of Lost & Found; create and issue badges for the entire health system.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees