Switchboard Operator

Boston Medical Center (BMC); Boston (MA); On-site; USD 22,000 - 33,000; Full time

Job summary

Boston Medical Center (BMC) in Brighton, MA is seeking a Switchboard Operator for evenings (3pm–11:30pm) with rotating weekend duties. The role involves answering calls, paging, and coordinating telecommunications using Xtend, under supervision of the Lead Operator and Telecommunications Director.

Responsibilities include providing exceptional service, handling high call volumes, managing on-call schedules, and ensuring accurate reporting while maintaining confidentiality and professionalism.

Qualifications

• High school diploma or equivalent.
• One year experience in a business or medical-related field with heavy telephone usage.
• Customer service experience required.

Responsibilities

• Provides superior customer service to internal and external clients, customers, and patients.
• Skilled utilization of the computerized telephone/paging system (Xtend).
• Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
• Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor systems, issue beepers, record coverage status, take messages, update information, make system changes, maintain logs.
• Record and report telephone related problems to the Lead Technician.
• Handle multiple tasks and exercise judgment in hectic circumstances.
• Process calls regarding Interpreter Services; respond to TDD calls.
• Act as Security Dispatch and Patient Information during off-hours.
• Maintain confidentiality and adhere to policies.
• Maintain a professional, pleasant, and helpful manner.

Skills

Interpersonal skills

Clear speaking

Grammar

Flexibility

Patience under pressure

Kindness

Education

High school diploma or equivalent

Job description

Position: Switchboard Operator

Location: Brighton, MA

Schedule: 40 Hours and rotating weekends as needed

Shift: Evenings, 3pm to 11:30pm

Job Description

I. Position Function

Under the direction of the Lead Operator, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems. Performs telecommunications functions without requiring constant supervision.

II. Job Relationships

Reports to Lead Operator and to the Director of Telecommunications. Must be able to effectively communication with all medical center personnel and the general public in a professional manner.

III. Authority

Refer to Job Responsibilities.

IV. A. Responsibilities/Essential Functions

• "Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards."

Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input).

• Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
• Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor " Wandering System," Issue beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
• Record and report telephone related problems to the Lead Technician.
• Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
• Capable completion of and utilization of numerous on-call schedules.
• Process calls regarding "Interpreter Services" following established procedures.
• Respond to and process TDD calls.
• Act as Security Dispatch and Patient Information during off-hours.
• Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.
• Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.
• Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner.
• Anticipate customer needs and be flexible in responding to them.
• Monitor all alarms and respond/report according to Medical Center procedures.

B. Responsibilities/Non-Essential Functions

Performs related duties as needed and assists occasionally in special projects as requested.

V. Reporting Requirements

• Reports immediately to the lead operator any deviation of normal operation.
• Reports immediately to the lead operator of any unusual occurrences related to patients, staff, general public or self.
• Reports all incidents and/or breaches of procedures to the Lead Operator.

VI. Accountability

• Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.
• Is accountable for abiding by all relevant medical center policies and procedures.
• Is accountable for accurately recording/reporting all technical information relative to codes, etc.
• Is accountable or observing all policies and procedures of the department and the medical center.

VII. Qualifications

Minimum Education

• High school, or equivalent.

Minimum Experience

• One year experience in a business or medical related field with heavy telephone usage.
• Ideally will have performed telephone operator or call director duties.
• Customer service experience a must.

Minimum Skills/abilities

• Excellent interpersonal and communications skills.
• Ability to speak clearly and precisely.
• Excellent grammar.
• Flexibility in a fast paced hectic environment.
• Patience under pressure.
• Kindness and sensitivity to all the people we serve.

Compensation Range

$16.29- $24.21

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans