Switchboard Operator

Community Health Systems, Inc.; Birmingham (AL); On-site; USD 19,000 - 25,000; Full time

Job summary

Community Health Systems, Inc. is seeking a Switchboard Operator to manage incoming and outgoing calls and direct them to the appropriate departments with courtesy and professionalism.

The role includes paging, emergency communications, and providing accurate information to patients, staff, providers, and external customers while maintaining detailed records per facility protocols.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare.
• 1-2 years of switchboard experience preferred.
• Proficient with switchboard or telecommunications equipment.

Responsibilities

• Answer all incoming calls promptly and route to the correct department.
• Page employees, providers, and rapid response teams, including emergencies.
• Provide accurate information to patients, staff and external contacts.
• Transfer calls to proper extensions to ensure seamless communication.
• Coordinate emergency codes and disaster communications with on-call staff.
• Verify demographic info and organize paperwork, including inpatient docs.
• Instruct patients on access to external operators for long-distance calls.
• Maintain records of pages, notifications, and calls per facility protocols.
• Perform other duties as assigned; maintain reliable attendance.
• Comply with policies and standards.

Skills

Verbal communication

Customer service

High call volumes management

Attention to detail

Emergency communication

Policy knowledge

Tools

Telecommunications equipment

Job description

Job Summary

The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.

Essential Functions

• Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
• Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
• Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
• Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
• Coordinates communication for emergency codes and disasters, ensuring timely notifications to on‑call and rapid response staff as needed.
• Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
• Provides instructions to patients for accessing external operators for long‑distance calls and assists with any other general inquiries.
• Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare setting required
• 1-2 years of switchboard experience preferred

Knowledge, Skills and Abilities

• Proficient in operating switchboard or telecommunications equipment.
• Excellent verbal communication and customer service skills.
• Ability to manage high call volumes in a calm and professional manner.
• Strong organizational skills with attention to detail.
• Capable of handling emergency communication processes effectively.
• Knowledge of hospital policies, codes, and procedures is a plus.