PBX Operator - St. Mary's Hospital - PRN

Bon Secours; Richmond (VA); On-site; USD 22,482 - 31,891; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision, and coverage

Tuition assistance

Job summary

Bon Secours Virginia is seeking a patient-focused operator for the hospital-based call center. You will answer calls, relay messages, and route to the appropriate area with high accuracy, supporting emergency codes and paging from the Amcom system.

You will maintain on-call schedules, stay current on clinical terminology, and uphold confidentiality under HIPAA. The role requires teamwork and the ability to multitask under pressure in a fast-paced setting.

Qualifications

• Requires reading/writing ability at a high school level or GED; six months of recent customer service in a call center preferred.
• Ability to relay messages tactfully and communicate with internal and external callers, even in tense situations.
• Must appear professional, work in a team, and handle multiple software applications.
• Knowledge of emergency procedures and the ability to multitask under pressure.

Responsibilities

• Answer incoming calls for Bon Secours Virginia and Answering Services; route callers with minimal errors.
• Provide emergency assistance and properly announce emergencies per protocol.
• Maintain on-call schedules and contact on-call personnel calmly and efficiently.
• Display knowledge of hospital terminology and stay updated on services.
• Promote teamwork, protect data confidentiality, and participate in training.

Skills

Call center experience

Customer service

Communication

Multitasking

Calm under pressure

Teamwork

Reading and writing

Medical terminology

Education

High school diploma or GED

Tools

Amcom On-Call scheduling system

Microsoft Outlook

Microsoft Word

Internet Explorer

Job description

Primary Function/General Purpose Of Position

Serves as a representative for a hospital-based, multiple function call center. Responsible for relaying incoming, outgoing, and inter‑office calls in a friendly, effective and efficient manner. Operates the paging service as part of the Amcom messaging system. Monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures. Responsible for over 100+ answering‑service clients (physicians and hospital departments), paging correct on‑call providers. Performs other duties as assigned and attends meetings and educational classes as required.

Employment Qualifications

• Work requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level; with a minimum of six months of recent customer service experience in a call center environment, medical call center preferred.
• Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner. Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations. Also requires the ability to appropriately handle angry and/or distressed callers.
• Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients and the public. Also requires the ability to perform as a team member and work under pressure.
• Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast‑paced work environment.
• Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after‑hours and weekends. Individual must work with little or no supervision.
• Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications.

Essential Job Functions

Answers incoming calls for Bon Secours Virginia and Answering Services. Identifies and routes callers to the most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints. Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion. Requires the ability to receive and convey information in a clear and concise manner. Takes complete and accurate messages.

Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public. Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol. Appropriately routes calls to additional resources as indicated. Responds to all codes urgently and maintains an accurate record of all emergency codes. Performs all overhead paging in a pleasant and professional manner.

Maintains and updates current on‑call schedules for the answering service and various hospital departments, using the Amcom On‑Call scheduling system. Contacts appropriate on‑call personnel in a calm, timely and efficient manner.

Displays adequate knowledge (through retention and use of resources) of BSV and medical terminology as evidenced by direct observation and random monitoring. Stays abreast of changes, new areas and/or services within BSV. Informs management of required database updates.

Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings. Displays a positive attitude at all times.

Maintains the confidentiality of all data, including patient, employee and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols.

Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours Virginia.

Reports all equipment trouble to appropriate person and calls equipment vendor when IS Telecommunications equipment is in need of repair. Dispatches Maintenance/Engineering or Security personnel via radio patching to convey messages and/or repairs.

Assist Lead Operators in the training of new operators.

Supports the mission and values of BSHSI and adheres to all hospital and department policies and procedures.

Completes requirements for in‑service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Range

Minimum: $16.32
Maximum: $23.15

What We Offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short‑ and long‑term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are affirmative action and equal opportunity employers, please email [e-mail]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [e-mail].