Switchboard Operator

St. Elizabeth's Medical Center; Boston (MA); On-site; USD 22,000 - 33,000; Full time

Job summary

St. Elizabeth's Medical Center is seeking a Switchboard Operator for an evening shift in Brighton, MA. The role supports telecommunication services, paging, and patient information with a focus on courteous, efficient call handling.

Responsibilities include operating Xtend system, directing calls, and maintaining logs. Minimum one year of relevant experience and strong communication skills are required for this essential front-line position.

Qualifications

• Minimum one year experience in a business or medical related field with heavy telephone usage.
• Experience performing telephone operator or call director duties preferred.
• Customer service experience required.

Responsibilities

• Provide superior customer service to internal and external clients and patients.
• Operate the computerized telephone/paging system (Xtend) and input data accurately.
• Answer and direct a high volume of calls clearly, politely, and professionally.
• Manage paging for medical staff, update messages, and maintain telephone logs.
• Respond to and process Interpreter Services requests and TDD calls.
• Act as Security Dispatch and Patient Information during off-hours as needed.

Skills

Telephone operator

Customer service

Interpersonal communication

Clear spoken communication

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

1.) "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.

V. Responsibilities/Non-Essential Functions

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

VI. 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.

VII. 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.

VIII. 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