Switchboard Operator

Penn Medicine; Doylestown Township (Bucks County); On-site; USD 32,000 - 42,000; Full time

Job summary

Penn Medicine is seeking a reliable Switchboard Operator to support 24/7 communications within our care network. The role handles incoming calls, routes inquiries, and assists with emergency response using established procedures and the EPIC system.

A positive image of Penn Medicine is maintained with every interaction. Requirements include a high school diploma or GED and 1–2 years of computer experience, plus healthcare customer service exposure.

Qualifications

• High school diploma or GED required.
• 1–2 years computer experience; prior customer service experience in healthcare preferred.
• 1 year of switchboard experience preferred.

Responsibilities

• Responds to and routes all calls per switchboard guidelines.
• Activates alarms and notifies appropriate personnel per procedures.
• Maintains updated directory listings and EPIC encounters as needed.
• Trains new employees for switchboard duties.

Skills

Customer service experience

Computer experience

Switchboard experience

Education

High school diploma or GED

Tools

EPIC

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary

• The Switchboard Operator runs the telephone system console to facilitate communication. Promotes a positive image of Penn Medicine/Lancaster General Health and provides quality service to all customers. Responds to all emergency calls expeditiously and in a calm and courteous manner. Provides requested information to callers. Monitors and reports all alarms and communicates operational issues to appropriate departments and personnel in a timely, professional and accurate manner.

Responsibilities

• Responds to and appropriately routes all incoming calls, per switchboard departmental guidelines. Activates proper procedure for all alarms, codes, conditions and emergencies, and notifies appropriate personnel per departmental guidelines. Deciphers requests and provides requested information to all internal/external callers, collecting appropriate information and asking appropriate questions to correctly respond to the inquiry, or connect to the designated person to further handle the need. Pages on-call personnel and physicians as requested. Distributes new departmental pagers. Compiles LGH departmental on-call schedules and disseminates the 24-hour coverage to appropriate areas. Interviews customer to collect and document accurate and comprehensive information required for answering service calls and requests per departmental procedures. Opens an EPIC telephone encounter as needed. Establishes and maintains proficiency in EPIC for the purposes of opening encounters, patient look up, non-clinical chart review and appointment cancelations and rescheduling. Maintains and updates directory listings, including phone, fax, pager numbers and any other pertinent information in the online directory. Assists physicians and hospital personnel in placing of long-distance calls. Adapts to learning new skills in an ever-changing environment, including but not limited to procedural, staffing, and/or technology changes. Handles all pertinent medical practice answering service duties, including making sure providers are contacted in appropriate timeframes, for appropriate reasons and as set by guidelines. Develops updated list of telephone numbers for executive staff, doctors, departmental personnel for emergencies or problem resolutions. Also, maintains a current list of all extensions, other hospitals and frequently called numbers. Trains and orients new employees for switchboard operator duties.

Credentials

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• RequiredHigh school diploma or equivalent (GED).One (1) to two (2) years computer experience.Previous customer service experience.PreferredOne (1) year of switchboard experience.Customer service experience in a healthcare environment.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.