Client Service Representative- Call Center | Switchboard | Night | Full-Time

UF Health; Saint Augustine (FL); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

UF Health in Saint Augustine, FL seeks a Switchboard Operator to provide exceptional front-line telecommunications support. You will route inbound and outbound calls, locate on-call physicians, and coordinate emergency communications with accuracy and timeliness.

You will maintain scheduling information, log requests and incidents, and assist with beeper services and equipment issues. The role requires detailed note-taking and professional communication across patients, families, staff and

Qualifications

• Respond to calls quickly and professionally.
• Dial numbers accurately and route calls for visitors, staff, patients, and families.
• Maintain current on-call and physician schedules with accurate notes.

Responsibilities

• Answer and process all calls quickly and professionally.
• Locate physicians and on-call staff as requested; log and time requests.
• Log changes to Rolodex/Amtelco and update shift notes with date/time.
• Record incidents and unusual occurrences during shifts with concise notes.

Skills

Customer service

Telephone/PBX operation

Emergency response coordination

Documentation

Tools

Amtelco system

Job description

Overview

Tuesday through Thursday, and Saturdays. 8:00 am - 6:30 pm

The Switchboard (PBX) Operator provides outstanding service to all customers while conducting telecommunications routing incoming and outgoing calls through the use of telephones, pagers, or computer to connect communication between visitors, callers, staff, patients, and patient’s families. Initiates appropriate response personnel for various emergency and disaster situations. Problem solves pager issues for Physician staff.

Qualifications

Responsible for quickly and professionally answering and processing all calls. Will listen to callers, clarify requests then carefully and accurately dial numbers. Accurately assists and/or places local or long distance calls for patients, visitors, staff and physicians.

Responsible for locating Physicians as well as ON CALL STAFF as requested by other physicians or departments within the Hospital as policy directs, taking careful notes, logging and timing all requests, and will log all attempts as well as methods used. Will carefully follows through on STAT’S. Make every effort to verify information used is current. Keeps co-workers informed of status for efficiency.

Responsible for maintaining current information re: Physicians or On Call Staff’s availability. Short term or temporary information should be written on notes, dated and shared with ALL CO-WORKERS. LONG TERM OR PERMANENT information or changes, should be written on notes, dated, and posted accordingly with information left for Lead Operator or Supervisor who will update Rolodex cards and Amtelco. Uses steno pad, (current date & time noted at beginning of shift) for ALL note taking while on duty.

Maintains daily call schedules for all “On Call” Departments or Physicians and /or their group coverage. Carefully, correctly and neatly updates all call schedules and support documents. Shares all changes and or updates with coworkers in a timely and professional manner.

Able to assist employees or Physicians with basic Beeper services, such as batteries. After hours will properly document and sign out a loaner beeper. Responsible for leaving a written note of pending beeper needs for Lead Operator or Supervisor.

Responsible for arranging repair or replacement of any telephone or telephone equipment as well as all equipment located in the Dept. by referring to the Telecommunication Manager or after hours reach the person “on call” for Communications. Should the on-call person, (Lead Operator, Supervisor or Telecommunications Manager) be unavailable, operator will refer to Repair Information located in the stand and initiate reporting and repairs. NOTE patient phones are replaced by engineering or House Supervisor has access if engineering is “ON CALL” not in-house.

Responsible for writing brief but complete description (during shift incident occurred) of any incident or unusual occurrence while on duty such as but not limited to; difficulty reaching on call staff or physician, equipment failure, irate customer/caller, problems with call schedules or posted information.