Private Branch Exchange Operator

McLaren Health Care; Pontiac (MI); In loco; USD 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

McLaren Health Care is seeking a PBX Operator to handle inbound and outbound calls, look up patients, and transfer calls to patient rooms. The role uses a Lucent Definity PBX and Rave alert system to ensure timely, accurate messaging and critical communications.

The position involves maintaining paging devices, updating on-call schedules for physicians and departments, and following disaster and code procedures. Previous PBX or call center experience in a healthcare setting is preferred.

Competenze

• Previous PBX, telecommunications or call center experience.
• Healthcare environment experience is a plus.
• Strong customer service and communication skills.

Mansioni

• Answer calls and route to the correct extension.
• Maintain PBX equipment and pagers in working order.
• Manage fire and disaster drill records and logs.
• Dispatch internal and external messages via Rave system.
• Update daily on-call physician and department schedules.
• Ensure real-time updates on scheduling changes for staff.

Conoscenze

PBX experience

customer service

telecommunications

Strumenti

Lucent Definity PBX

Rave notification system

Public address system

Descrizione del lavoro

The McLaren system includes 12 hospitals across the state, ambulatory surgery centers, imaging centers, a 730-member employed primary and specialty care physician network, commercial and Medicaid HMOs covering more than 242,000 Michigan lives, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network, and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, a National Cancer Institute-designated comprehensive cancer center. McLaren has 20,000 full-, part-time and contracted employees and more than 93,000 network providers throughout Michigan.

Position Summary: The PBX Operator supports the healthcare facility by providing good customer service and patient experience by managing all incoming and outgoing calls, including looking up patients and transferring calls to patient room numbers, facilitating internal and external communication, and ensuring timely dissemination of critical messages. This role is responsible for operating the PBX/telephone using a Lucent Technologies Definity PBX console, managing communication alerts such as Rave notifications, and maintaining accurate daily on-call schedules for physicians and departments. Responsible for the relay and recording of written and verbal messages, including documenting and maintaining disaster and code information.

Essential Functions and Responsibilities:

1. Answer all calls to console and connect to the requested extension. Make all announcements over public address system, including codes. Dial numbers for physicians, employees, and patients following established policies.

2. Ensure that all telephone equipment, including pagers, are kept in working order.

3. Maintain records relating to fire and disaster drills. Maintain various logs, including but not limited to ‘Stat’ pages and media calls.

• Dispatch internal and external messages accurately, including urgent notifications, overhead announcements, and communication alerts through the Rave system.
• Monitor communication equipment and report malfunctions or service interruptions.
• Receive daily on-call schedules for physicians, clinical departments, and specialty services.
• Verify accuracy of submitted schedules and follow up with departments as needed to resolve discrepancies.
• Update and distribute the daily on-call schedule sheet in accordance with facility protocols.
• Maintain real-time updates when scheduling changes occur, ensuring staff have immediate access to current information.
• Follow established procedures for emergency codes, disaster communication, and escalation protocols.
• Activate Rave alerts or other mass notification systems as directed.
• Assist with communication support during drills, emergencies, and downtime events.
• Document all significant communication events in logs or tracking systems.
• Support workflow efficiency through continuous communication with clinical and administrative teams.
• Participate in training, competency assessments, and quality improvement initiatives.

16. Provide good customer service to promote patient experience.

Previous PBX, telecommunications, or call center experience; healthcare environment experience a plus.

Additional Information

• Requisition ID: 26011677
• Daily Work Times: Variable
• On Call: No

McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law.

McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status,national origin, disability, genetic information, height or weight, protected veteran or other classificationprotected by law.