SWITCHBOARD OPERATOR

Memorial Health; Decatur (IL); On-site; USD 22,730 - 34,192; Full time

Job summary

Memorial Health in Decatur is seeking a Switchboard Operator to answer incoming calls to all five hospitals while maintaining a courteous and professional demeanor. Responsibilities include monitoring alarms, answering patient inquiries, and facilitating emergency calls.

The ideal candidate has experience in call centers or customer service, along with exceptional communication skills. This position offers a competitive hourly pay between $16.50 to $24.82.

Qualifications

• Experience in telephone operations, communications, call center, customer service, or related environment required.
• Ability to multitask in a fast‑paced environment.
• Proficient working with technology and possessing a problem‑solving aptitude.

Responsibilities

• Answer incoming calls for all five Memorial Health System hospitals.
• Provide after‑hour answering service for approximately 25 physicians or departments.
• Acknowledge and respond to emergent parking lot polls and alarms.

Skills

Exceptional customer service

Active listening

Verbal and written communication skills

Detail orientation

Problem-solving ability

Education

High School diploma

Tools

Multi-function phone system

1-call software

Job description

Overview

Shift: 1:00pm - 9:30pm with every other weekend rotation. Switchboard Operators answer incoming calls to all five hospitals and determine appropriate resolution. They respond to internal and external calls in a timely, courteous manner; forward calls, contact requested physicians and staff, and communicate messages. Operators monitor a variety of alarm systems and notify outside public agencies of messages, alarms, codes, and emergencies as per policies and procedures. They provide answering service to a variety of agencies after hours and on weekends and complete other duties under the direction of the Manager, Call Center. USD 16.50/Hr (maximum USD 24.82/Hr).

Education

• High School diploma required.

Qualifications

• Experience in telephone operations, communications, call center, customer service, or a related environment required.
• Ability to multitask in a fast‑paced environment.
• Proficient working with technology and possessing a problem‑solving aptitude.

Other Knowledge, Skills, and Abilities

• Exceptional customer service, active listening, and verbal and written communication skills with a professional demeanor.
• Knowledge of all tasks performed in the call center necessary to provide optimum internal and external customer satisfaction and facilitate one‑call resolution.
• Demonstrated patient relations and interpersonal skills, including the ability to work with diverse people and handle angry or upset customers.
• Working knowledge of computers; ability to enter and retrieve data, electronically notate 1‑call software, and use other required applications and systems.
• Must be able to use a multi‑function phone system.
• Detail orientation, critical thinking, and problem‑solving ability.
• Excellent oral and written communication and customer‑service skills, with the capacity to remain calm and professional in high‑stress situations.
• Ability to remain flexible, exercise sound judgment and initiative in stressful situations.
• Ability to manage competing priorities and work independently in a rapidly changing environment.

Responsibilities

• Answer incoming calls for all five Memorial Health System hospitals (Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial, and Taylorville Memorial).
• Provide after‑hour answering service for approximately 25 physicians or departments, correctly following established protocols.
• Acknowledge and appropriately respond to emergent parking lot polls, elevator phones, and engineering panels, including fire, panic alarms, and generator testing.
• Dispatch, monitor, and track emergent codes and rapid responses.
• Complete all steps of surgery/trauma activations for after‑hour emergency calls, verify patient identity, identify appropriate on‑call team, and facilitate tracking.
• Coordinate with departments, funeral homes, and security to transfer the release of remains according to established protocol.
• Enter or change on‑call schedules as needed.
• Act as a resource for colleagues and lead by example.
• Demonstrate flexibility, organization, and the ability to function well under stress.
• Possess knowledge of hospital and department policies and procedures related to the call center.
• Communicate effectively with callers and colleagues with attention to detail and problem‑solving aptitude.
• Manage all overhead paging requests from security, engineering, and other departments.
• Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision, and values:
  • SAFETY: Prevent Harm – put safety first in everything you do.
  • COURTESY: Serve Others – treat others with dignity and respect; project a professional image and positive attitude.
  • QUALITY: Improve Outcomes – continually advance your knowledge, skills, and performance to achieve superior results.
  • EFFICIENCY: Reduce Waste – use time and resources wisely to prevent defects and delays.