PBX Operator

10900 Homecare and Hospice; Salt Lake City (UT); On-site; USD 24,000 - 31,000; Full time

Job summary

Intermountain Health in Salt Lake City is seeking a Call Center Operator to manage internal and external calls, ensure HIPAA-compliant information, and connect callers with the appropriate party.

The role emphasizes professional communication, knowledge of PBX/AMCOM, ability to handle dispatch-related tasks, and remain calm under pressure while supporting a confidential workflow.

Qualifications

• Answers internal and external calls with proper etiquette, verbally and in writing.
• Maintains knowledge of PBX, AMCOM, paging protocols, and related software.
• Instructs callers on long distance authorization codes and conference calls when needed.
• Adheres to HIPAA and confidentiality policies in all communications.
• Responds to CODE calls and emergencies; records information in databases.
• Knows procedures for TDD/TTY for hearing-impaired callers.

Responsibilities

• Answer calls with proper etiquette and communicate information helpfully.
• Maintain knowledge of PBX/AMCOM and paging protocols.
• Guide callers on long distance calls and conference calls when appropriate.
• Follow HIPAA and confidentiality policies in all interactions.
• Respond to emergencies and document details in databases.
• Know TDD/TTY procedures for hearing-impaired callers.

Skills

Call handling

HIPAA compliance

Verbal communication

Written communication

Multitasking

Dispatch procedures

TDD/TTY knowledge

Customer service

Tools

PBX system

AMCOM

Paging protocols

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

Pay

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $17.43 - $22.40

Benefits

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. Learn more about our comprehensive benefits package here. 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.

Equal Opportunity

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 use the artificial intelligence (\"AI\") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain 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.

Opportunities

All positions subject to close without notice. Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery. Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

Contact

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Education Reimbursement

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

Job evaluation

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor. All positions subject to close without notice.

Closing

Thanks for your interest in continuing your career with our team!