PBX Operator

imh; Salt Lake City (UT); On-site; USD 24,000 - 31,000; Full time

Job summary

Intermountain Health in Salt Lake City seeks a patient-focused Call Center Operator to answer internal and external calls, maintain HIPAA compliance, and route inquiries to the appropriate departments.

You will work with PBX and AMCOM systems, handle dispatch-like tasks, stay calm under pressure, and provide courteous information while safeguarding confidential data.

Qualifications

• Shift-hours flexibility.
• Excellent verbal and written skills.
• Excellent telephone etiquette.
• Multi-task, prioritization, and organization skills.
• Ability to work well under pressure, independently or in a team.
• Proficient in email, spreadsheets, word processing, and reporting programs.
• Strong customer service and confidentiality awareness.

Responsibilities

• Answers internal and external calls with proper etiquette and provides information or directs callers.
• Maintains knowledge of PBX/AMCOM and paging protocols.
• Instructs callers to use long distance authorization codes when needed.
• Follows confidentiality policies and HIPAA guidelines at all times.
• Responds to CODE calls and emergencies; records data in databases.
• Assists with dispatch-like tasks for security or engineering as needed.

Skills

Verbal communication

Written communication

Telephone etiquette

Multi-tasking

HIPAA confidentiality

Tools

PBX system

AMCOM

Paging protocols

Proprietary software

Job description

Job Description

This position directs internal and external calls, focusing on quality, customer service, correct evaluation of calls, and providing correct information and/or connecting caller with proper party. Connects callers seeking medical information or attention with on-call physicians. Facilitates the overall flow of communication with hospital resources and employees.

Job Essentials

1. Answers internal and external calls with proper telephone etiquette. Communicates well both verbally and in written form. Provides information to callers in a helpful and courteous manner following HIPAA and Confidentiality Policies and guidelines, processing calls to proper location promptly.
2. Maintains an excellent working knowledge of the PBX telephone system, AMCOM, and all paging protocols and proprietary software programs.
3. Instructs callers to use long distance authorization code where applicable and assists others in making long distance calls, and conference calls when necessary and appropriate.
4. Follows processes and guidelines for overhead paging, while maintaining confidentiality at all times and communicating in a professional manner.
5. Responds appropriately to CODE calls and emergencies. Records pertinent information on Alarm & Code databases.
6. Knows and follows procedures for TDD/TTY Hearing impaired phone when applicable.
7. Adheres to the release of information, HIPAA, and confidentiality policies and procedures. Releases information to customers or co-workers according to policy and guidelines. Does not violate HIPAA or talk about patient information with co-workers unless necessary for the care of that patient.
8. Customer Service oriented. Gives and receives constructive criticism. Takes control of a conversation without becoming discourteous or upset with callers.
9. Stays calm under pressure and makes decisions independently, while following HIPAA and Confidentiality Policies and guidelines.
10. While operators do not perform dispatch duties on a regular basis, they are required to know how to readily perform various dispatch functions, such as: paging emergency codes, dispatching service calls to the Security department and also the Engineering department.

Minimum Qualifications

• Shift-hours flexibility.
• Demonstrated excellent verbal and written skills.
• Demonstrated excellent telephone etiquette.
• Multi-task, prioritizaton, and organization skills.
• Demonstrated ability to work well under pressure, and work both independently and as part of a team.
• Excellent working knowledge of computer email programs, spreadsheets, word processing, and reporting programs.
• Demonstrated excellent customer service skills to include being courteous and helpful.

Preferred Qualifications

• Experience operating complex phone systems or computer systems
• Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.
• Operate computers, telephones, office equipment, including manipulating paper requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location

Home Services - Salt Lake City

Work City

South Jordan

Work State

Utah

Scheduled Weekly Hours

40

Hourly Range

$17.43 - $22.40

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we usethe artificial intelligence ("AI") platform, HiredScore to improve your job application experience.HiredScore helps match your skills and experiences to the best jobs for you. WhileHiredScore assists in reviewing applications, all final decisions are made byIntermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.