PBX OPERATOR/ PRN- As Needed/ Shifts Vary

01 ETCH East Tennessee Children's Hospital Association, Inc.; United States; On-site; USD 28,000 - 34,000; Full time

Job summary

Dolly Parton Children’s Hospital is seeking a switchboard operator to answer calls promptly, direct inquiries, and support the Admitting/PBX team. The role emphasizes professionalism, patient confidentiality, and responsiveness in a busy hospital environment.

The ideal candidate has a high school diploma, strong communication skills, and the ability to work under pressure while maintaining accuracy and courtesy on every interaction.

Qualifications

• Excellent verbal communication skills.
• Ability to handle high-stress environments.
• Able to work at a computer and view screens.

Responsibilities

• Answer a multi-line switchboard quickly and route calls to their destination.
• Greet and assist callers and visitors professionally.
• Maintain and update a list of on-call personnel and key contacts.
• Comply with HIPAA and organizational guidelines on patient confidentiality.
• Provide accurate information and support to callers and staff.

Skills

Verbal communication

Phone etiquette

Multitasking

Decision making

Education

High School Diploma/GED

Job description

BASIC PURPOSE OF THE JOB

To answer a multi-line switchboard quickly (ideally within 3 rings) and directs calls to their destination without delay in such a way that positively affect the customer’s perception or call/visit experience.

REPORTS TO

Admitting/PBX Coordinator

JOB REQUIREMENTS

• Supervisory Responsibilities: No
• Minimum Education: High School Diploma/GED
• Degree: General License/Certification Required: None
• Minimum Work Experience: Some experience as an operator preferred, 1 -2 years customer service office environment experience is a plus

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Excellent verbal communication skills, an upbeat and pleasant phone voice, the ability to handle high-stress environments and experience in handling multiple tasks. In addition, must be able to make informed decisions quickly and execute those decisions with confidence. Must be able to remain stationery for long periods of time. Must be able to view computer screens and receive audible communications.

DUTIES AND RESPONSIBILITIES

Demonstrated ability to perform required responsibilities efficiently, accurately and professionally. Usage of codes phones: Black code phone- for any code, Red phone is Fire, and the cream colored phone is an emergency downtime phone. Establishes and maintains effective working relationships with co-workers and general public, proactively thinking of how you can best meet their needs from your area. Stays current with key personnel changes, knowing who is on call etc. Maintain and updates a list of authorized personnel for distribution of in-house keys. Competently meets the expected standard for greeting customers over the phone. Complies with HIPAA, Corporate Compliance and other organizational guidelines around maintaining Patient Confidentiality. Continuously displays a “can do” attitude within the department and across department lines to contribute to the overall focus on service excellence at the hospital. Utilizes hospital resources and time respectfully and accountably Willingly accepts any other assignment that may be requested.

PHYSICAL REQUIREMENTS

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position. Light lifting, pushing and pulling is required for 1-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending, and reaching is required. Keyboard/computer use and/or repetitive motions may be required.

COMPANY CULTURE AND VALUES

Come work where you can make a difference everyday. At Dolly Parton Children’s Hospital, care is at the CORE of who we are. We are comprised of team members who live out our core values of Compassion, Ownership, Respect, and Excellence. We support each other by fostering a culture of team engagement that creates moments that matter – every interaction, every time. Compassion – We imagine what others are going through, work to alleviate suffering, and create joy whenever possible. Ownership – We take pride in our work, act with integrity, and feel personal responsibility for achieving our mission. Respect – We listen, understand, and communicate openly and politely. We recognize our diverse strengths. Excellence – We set high standards for performance in delivering the safest patient care. We give extraordinary and meaningful experiences to our patients, their families, team members, and the community we serve.