Communications Switchboard Operator

CHI St Alexius Bismarck; Bismarck (ND); On-site; USD 42,000 - 54,000; Full time

Job summary

CHI St. Alexius Health in Bismarck, ND seeks a Communications Operator to assist patients, staff, and the community by processing high-volume calls across multiple facilities.

You will follow protocols, maintain uptime, and provide empathetic support in routine and emergency situations. Responsibilities include call processing, staying proficient with paging systems, and handling difficult callers with tact.

Qualifications

• High School graduate or equivalent.
• Experience in reception and customer service; familiarity with Microsoft Outlook and Windows.
• Excellent attendance and punctuality.
• Computer ability, telephone proficiency and etiquette, and basic office skills.

Responsibilities

• Process high-volume calls following protocols and scripts.
• Maintain knowledge of paging, call parking, and side-phone operations.
• Tactfully manage difficult callers and sensitive situations.
• Demonstrate composure during emergencies and equipment issues.
• Strive to optimize call center metrics like ACD/Ready time and wrap time.
• Represent the organization with professionalism and service excellence.

Skills

Customer service

Calm under pressure

Communication skills

Education

High School diploma or equivalent

Tools

Microsoft Outlook

Windows

Job description

Job Summary and Responsibilities

As our Communications Operator, you will help patients, staff, and the community so they can access vital services and information quickly and accurately. Every day you will process high volumes of calls across multiple healthcare facilities within the network. You will be expected to follow strict telecommunications protocols, maintain system uptime, and provide professional, empathetic assistance during both routine and emergency situations. To be successful in this role, you must possess the ability to remain calm and focused in a fast-paced, high-pressure call center environment while demonstrating exceptional communication skills and attention to detail.

• Call Processing: Manage the high-volume processing of all inbound and outbound network calls in accordance with established telecommunications protocols and scripting
• Technical Proficiency: Maintain expert knowledge of communication systems, including paging protocols, call parking, and side-phone operations, to ensure seamless connectivity
• Conflict Resolution: Exercise tact, diplomacy, and sound judgment when managing difficult callers or sensitive situations, always prioritizing the caller’s total satisfaction
• Crisis Management: Demonstrate composure and system expertise during stressful events, such as equipment malfunctions or network failures, to ensure service continuity
• Performance Benchmarks: Optimize efficiency by maximizing ACD/Ready time and minimizing wrap time to consistently meet departmental service goals
• Professional Excellence: Embody the organization’s 'Journey Beyond Excellence' standards through role-model behavior and a commitment to high-quality service delivery

Job Requirements

Required

• High School graduate or equivalent
• Previous reception and customer service experience and experience with Microsoft Outlook and Windows
• Excellent attendance and punctuality
• Computer ability, telephone proficiency and etiquette, basic office skills are required
• Ability to respond and perform effectively in emergency and stressful situations is necessary

Where You'll Work

Since 1885, CHI St. Alexius Health has been dedicated to leading health care in this region by enriching the lives of patients through the highest quality of care. We seek to continue our tradition of success and innovation with individuals dedicated to delivering the highest level of expertise and quality.Together we can continue to grow and support the legacy of CHI St. Alexius Health for many years to come.

CHI St. Alexius Health is a regional health network with a tertiary hospital in Bismarck, the system also consists of critical access hospitals (CAHs) in Carrington, Dickinson, Devils Lake, Garrison, Turtle Lake, Washburn and Williston and numerous clinics and outpatient services. CHI St. Alexius Health manages four CAHs in North Dakota - Elgin, Linton, and Wishek, as well as Mobridge Regional Medical Center in Mobridge, S.D. CHI St. Alexius Health offers a comprehensive line of inpatient and outpatient medical services, including: a Level II Trauma Center, primary and specialty physician clinics, home health and hospice services, durable medical equipment services, a fitness and human performance center and ancillary services throughout western and central North Dakota.

CHI St. Alexius Health is part of CommonSpirit Health, a nonprofit, Catholic health system dedicated to advancing health for all people. It was created in February 2019 through the alignment of Catholic Health Initiatives and Dignity Health. CommonSpirit Health is committed to creating healthier communities, delivering exceptional patient care, and ensuring every person has access to quality health care.