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

UF Health; St. Augustine South (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

UF Health in the St. Augustine area seeks a Switchboard Operator to provide exceptional service by routing incoming and outgoing calls, paging, and connecting visitors, patients, staff, and physicians.

Responsibilities include maintaining on-call schedules, logging requests, handling STATs, and coordinating with Telecommunication staff to repair or replace equipment. After hours, assist with loaner beepers and basic beeper services.

Qualifications

• 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.

Responsibilities

• Answer and process all calls quickly and professionally.
• Route calls to appropriate departments and personnel.
• Maintain daily call schedules for all On Call Departments or Physicians; update schedules and documents.
• Log all requests and attempts; share changes with coworkers in a timely and professional manner.
• Assist with Beeper services and loaner beepers after hours; document pending beeper needs.
• Coordinate repair or replacement of telephone equipment with Telecommunication Manager or on-call staff.

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.

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.

Qualifications

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.