Communications Operator ( Switchboard)

WOOSTER COMMUNITY HOSPITAL JOB DESCRIPTION

Switchboard Operator

MAIN FUNCTION:

Answers switchboard to relay all interoffice, incoming and outgoing phone calls; operates pager systems for authorized personnel; answers Medic Alert and Doctor's Registry phone systems; handles overhead paging for code blue, fire, and other emergency situations.

RESPONSIBLE TO: Telecommunications Specialist & Switchboard Supervisor

MUST HAVE REQUIREMENTS

• High School diploma or GED.
• No written disciplinary action within the last 12 months.
• Computer experience, Word Processing, Windows.

PREFERRED ATTRIBUTES:

• Previous business office and switchboard experience.
• Demonstrated effective oral communication skills.
• 911 dispatcher experience
• Contact/Call Center experience

Duties and Responsibilities:

Operations:

• Follows Appropriate Service Standards while performing and documenting the check list per shift and written policies  
• Maintains Operator Console, and Code instructions per guidance from the Life Safety Committee
• Pages authorized personnel according to established procedures.
• Answers, prioritize and document Medical Alert calls
• Performs paging for emergency situations, such as, fire, code blue and other disaster codes. Documents actions in detail. Functions in professional manner, prioritizing critical communications in a calm demeanor.
• Prepares outgoing mail by stamping, bundling, and certifying when appropriate.
• Prepares daily on-call lists and Doctor's Registry lists. Updates as indicated throughout day.
• Processes patient valuables according to procedure
• Maintains time sheet in regard to vacation, sick and personal time.  Submits corrections for missed punches. 

Communication:

• Maintains awareness of verbal / non-verbal communication in interactions with staff, other departments, customers, physicians, patients and families. 
• Models effective communication and professionalism in all interactions with switchboard staff and hospital departments.
• Demonstrates empathy and understanding in communication of issues with customers. 
• Properly utilize chain of command for all issues beyond capability
• Maintains patient and staff confidentiality in all communication interactions written, verbal, electronic and digital. 
• Maintains documentation and logs to ensure that accurate information is available to staff and customers.

Customer Service: 

• Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external. 
• Develop positive relationships with other departments to foster patient satisfaction. 
• Promotes a positive team culture focused on reliability, courtesy, and service excellence in all switchboard interactions.

Performs other duties as necessary or as requested by the Telecommunications Specialist & Switchboard Supervisor.