Hospital Switchboard & Patient Communications Specialist

North Country Hospital; Newport (VT); On-site; USD 32,000 - 42,000; Full time

Job summary

North Country Hospital in Newport, Vermont is seeking a Switchboard Operator to be a primary point of contact for patients, directing calls and coordinating with departments to support care delivery.

The role requires handling sensitive PHI with HIPAA compliance, maintaining call logs, and assisting visitors after hours, all while delivering friendly, professional service to diverse callers.

Qualifications

• High School diploma or equivalent.
• Good communication skills.
• The ability to interact with a variety of people in a friendly and professional manner.

Responsibilities

• Operates multiple line console to relay incoming, outgoing and internal calls.
• Answers and screens calls for the hospital and for all answering services per established protocol. Relays calls to appropriate department or extension number; transfers or holds calls when necessary.
• Instructs callers in directing best means of contacting services directly.
• Transfers calls to patient rooms who are inpatient on Preventive Care Unit or Maternal Child Unit.
• Maintains the Patient Access Call Log. Enters caller name, patient involved and reason to speak with the on-call doctor onto the call log. Pages the doctor on call, using their appropriate beeper number. Connects the doctor to the patient by transferring through a telephone call.
• Assist with handing out visitor badges for individuals coming to the hospital after hours to visit family or friends that are inpatients.
• Quality Assurance (QA) of ONP orders to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) orders received from radiology department to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) Explanation of Benefits (EOB), insurance appeals and other related insurance information received from Patient Financial Services.
• Quality Assurance (QA) scanned PHI from Health Information Management (HIM).
• Scans into patient charts information relating to financial assistance and insurance coverage verifications.

Skills

Excellent communication skills

Friendly professional demeanor

Phone etiquette

Education

High School diploma or equivalent

Job description

North Country Hospital in Newport, Vermont is seeking a Switchboard Operator to be a primary point of contact for patients, directing calls and coordinating with departments to support care delivery.

The role requires handling sensitive PHI with HIPAA compliance, maintaining call logs, and assisting visitors after hours, all while delivering friendly, professional service to diverse callers.