Switchboard Coordinator

Advocate Health Care; Elgin (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

Advocate Health Care is seeking a detail-oriented customer service lead in Elgin, IL, to assist the manager with operations, process improvements and workflow design while ensuring accuracy and timely caller responses.

Responsibilities include monitoring statistics, handling emergency paging, coordinating with public safety and hospital teams, and maintaining department records. A strong healthcare customer service background and PBX/PBS software experience are required.

Qualifications

• High school diploma or equivalent required.
• 4-5 years of customer service experience in healthcare.
• 2 years of lead/coordinator experience or demonstrated leadership potential.
• PBX experience (6 months to 1 year).
• PBS software experience (1–2 years).
• 1–2 years of call center experience.
• Knowledge of medical terminology preferred.

Responsibilities

• Assists manager with operational duties, performance improvement and/or process design activities.
• Provides one-on-one direction for departmental updates and workflow changes to maintain accuracy.
• Compiles daily and monthly statistics for operators and department.
• Notifies manager of disciplinary problems involving communication operators.
• Acts as a troubleshooter with physicians, patients, and other departments.
• Reviews and approves time cards in ReportXpress system.
• Monitors scheduling, vacations, and breaks; oversees monthly operator audits.
• Maintains up-to-date department contact information with office managers.

Skills

Customer service

Communication

Teamwork

Lead capacity

Typing 50+ wpm

Bilingual preferred

Education

High school diploma+

Healthcare customer service experience (4-5 yrs)

Lead/coordinator experience (2 yrs)

PBX experience (6 mos–1 yr)

PBS software experience (1–2 yrs)

Call center experience (1–2 yrs)

Knowledge of medical terminology

Tools

PBX system

PBS software

Job description

Major Responsibilities

Assists manager with operational duties, performance improvement and/or process design activities.

• Provides one on one direction in regards to departmental updates, alterations to work flow, written consults, etc. in order to maintain a high accuracy level
• Compiles daily and monthly statistics including individual operator statistics as well as department statistics as needed
• Notifies manager of any disciplinary problems involving communication operators
• Acts as a trouble shooter to alleviate problems with disgruntled physicians, patients, other departments in relation to communications department
• Reviews and approves time cards in ReportXpress system
• Oversees monthly operator audits both written and over-the-phone, providing immediate feedback and direction to individual operators
• Maintains answering service account information up-to-date on a regular basis by keeping good communication with each office manager

Major Responsibilities

Assists manager with operational duties, performance improvement and/or process design activities.

• Provides one on one direction in regards to departmental updates, alterations to work flow, written consults, etc. in order to maintain a high accuracy level
• Compiles daily and monthly statistics including individual operator statistics as well as department statistics as needed
• Notifies manager of any disciplinary problems involving communication operators
• Acts as a trouble shooter to alleviate problems with disgruntled physicians, patients, other departments in relation to communications department
• Reviews and approves time cards in ReportXpress system
• Monitors departmental scheduling including vacation requests/PTO approval; as well as, breaks & lunch schedules
• Oversees monthly operator audits both written and over-the-phone, providing immediate feedback and direction to individual operators
• Maintains answering service account information up-to-date on a regular basis by keeping good communication with each office manager

Responsible for answering incoming calls (both internal and external) and process to appropriate department, patient room or person.

• Provides general information to callers, the general public and hospital personnel needing assistance (i.e. phone numbers, appropriate departments, locations and meetings, etc.)
• Places long distance calls for hospital approved personnel and local calls which cannot be dialed from areas that are restricted for outgoing calls
• Responds to all alarms (i.e. Code Red, Code Triage, Code Blue, etc.) for fire and disasters as appropriate
• Communicates to Public Safety, Emergency Room, Building Operations and other areas when there are emergency situations in the hospital
• Learn, comply with and support the policies, procedures, standards and expectations for the department and hospital

Responsible for operating the page system in house and long range for the medical staff, house staff and hospital personnel, both pager and overhead.

• Process page requests on the digital and voice pagers
• Programs pager requests using telecommunications software
• Process all emergency pages for the code teams
• Provides reports of the long range pages or overhead calls regarding emergencies, codes, alarms and requested documentation as needed
• Provides department and nursing stations with information from on call schedules, pager numbers and physician’s office numbers
• Announces overhead page system codes and their location

Utilize department computers and various computer applications to obtain information, provide information to internal and external customers, and maintain information in computer data bases.

• Obtain and disseminate hospital information from computer applications for customers (internal/external)
• Update computer bases as information changes to assure that customers obtain the most accurate information
• Perform clerical duties/data entry as directed by department manager. (Microsoft Office, AMCOM, American Messaging, Everbridge)

Performs duties as assigned by department manager or director.

• Performs tasks based on need of department (work group assigned tasks)
• Performs basic repairs, investigates reported problems, attends assigned education activities, etc.
• Performs any other tasks as assigned by manager or director

Assists manager with operational duties, performance improvement and/or process design activities. (Accountability A continued...)

• Supports and develops departmental goals and vision
• Acts as a role model to fellow associates using the Advocate Behaviors of Excellence as a guide
• Supports and enforces hospital and departmental policies and procedures
• Acts as point person for problems or inquiring dealing from other hospital departments
• Performs job duties in such a manner that patients waiting/answering incoming call times do not exceed the established standard
• Assures customers confidential information is handled according to established guidelines, policies and procedures
• Maintains professional composure and demeanor under stressful situations at all times
• Exceeds service expectations in problem solving, trouble-shooting or obtaining needed information for customers
• Promotes customer service standards and expectations within the department of communications and serve as role models for fellow associates
• Call instances of excellence or non-compliance to the attention of the appropriate supervisor or department head

Assists manager with operational duties, performance improvement and/or process design activities. (Accountability B continued...)

• Promotes increased utilization of ASH services by maintaining customer-focused behavior and responses to all customers
• Promotes patient safety be reporting of issues through established channels and participating as requested in safety initiatives
• Fills in as an operator on the switchboard to cover vacations, illnesses, midnight call-ins, etc. Education/Experience Required:

Education/Experience Required:

• High school diploma +
• 4-5 years experience in customer service in a healthcare setting.
• 2 years previous lead/coordinator experience or demonstrated leader potential
• At least 6 mos. – 1 year PBX experience
• 1-2 years PBS software experience
• 1-2 years call center experience
• Knowledge of medical terminology preferred

Knowledge, Skills & Abilities Required:

• Excellent customer service skills
• Excellent communication skills
• Excellent ability to work within a team setting
• Proficient computer skills including spreadsheets, Microsoft Word, Excel and PowerPoint
• Detailed oriented.
• Strong interpersonal skills.
• Strong organizational skills
• Ability to delegate assignments efficiently.
• Ability to act in a lead capacity
• Accurate typing of 50+ wpm preferred
• Bilingual preferred. N/A

Physical Requirements And Working Conditions

• The candidate must be highly customer service orientated.
• Must be able to work effectively as a team member
• Must be able to work under very stressful situations, handle difficult people, etc.
• Ability to work flexible hours to accommodate staffing needs.
• Ability to work weekends, holidays and different shifts in order to accommodate staffing needs, is required.
• Ability to direct and make decisions regarding peer group.
• High degree of one-on-one contact with patients, physicians, all levels of Advocate Sherman Hosptial, other Advocate facilities, and any health related facility as deemed necessary.

n/a This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.