Switchboard Operator

Altru Health System; Grand Forks (ND); On-site; USD 22,000 - 34,000; Part time

Benefits offered by this job

Health plan

401(k) retirement plan

Education assistance

Paid time off (PTO)

Job summary

Altru Health System in Grand Forks, ND is seeking a flex/casual part-time Switchboard Operator to respond to emergencies, manage 911 calls, and coordinate paging. This role handles phone and in-person communication, supports on-call staff, and assists with guest services across the Altru Health System.

Every third weekend is required. Excellent communication and teamwork are essential to ensure patient and family satisfaction in a fast-paced hospital environment.

Qualifications

• Proficiency in reading, writing, and speaking English.
• Ability to handle emergency and non-emergency calls.

Responsibilities

• Greet patients and guests and communicate information clearly.
• Identify service needs within and outside Altru Health System.
• Respond to emergencies/alarm systems and document events.
• Monitor control center screens and manage alarm notification processes.
• Take after-hours calls for Biomed, IT, and Maintenance and notify on-call staff.
• Screen calls, triage to appropriate areas, and route messages for follow-up.
• Coordinate with Guest Service Representatives and volunteers to assist patients and visitors.
• Use computer systems to look up appointments, locations, and patient information; log after-hours inquiries.

Job description

Location: Altru Hospital, 1200 South Columbia Road, Grand Forks, ND 58201.

Pay Range: $16.26 - $24.38

Summary: Responds to emergencies/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation including tracking of 911 calls to dispatch. This position handles all communication in a prompt, accurate, and courteous manner both over the phone and in-person. The representative initiates and manages interactions with on-call personnel and coordinates and assists with paging appropriate personnel as directed. When the Security Officer is called away from their station, the Switchboard Operator acts as a resource for families by answering questions and directing them to services they may need primarily over the phone.

This is a flex/casual part-time position with every third weekend required.

Essential Job Functions:

• Positively greets and accurately communicates information to all patients and guests arriving at Altru Health System. Initiates and implements all aspects of service excellence utilizing good judgment in providing companionship/escort services as deemed appropriate while ensuring all patient/guest needs are met. Handles all communication over the phone or in person in a prompt, accurate, timely and courteous manner.

• Proactively helps identify service needs within Altru Health System (i.e. cafeteria, restrooms, telephone, etc.) and outside of Altru Health System (i.e. convenient restaurants, hotels, shopping locations, and community attractions).

• Responds to all emergency/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation. Creates log for each emergency with detailed information (i.e. time of call, location, time overhead completed, time page was sent, any unusual nuances with the calls, etc.)

• Monitors the facilities Control Center Screens; responds to system alarms, locates the area impacted, silences the alarm, and imitates emergency notification processes specific to each area (Fire, Infant Security, and or Pneumatic tube system).

• Takes calls for Biomed, IT, and Maintenance after business hours; logs non urgent issues or follows appropriate processes for notification of on call personal for urgent issues.

• Receives and screens internal and external calls; answers incoming emergency and non-emergency calls for medical service. Triages calls to appropriate areas or creates electronic messages and sends to appropriate provider office for follow-up.

• Coordinates closely with Guest Service Representatives, Greeters and other service areas within Altru Health System to maximize the ability to provide patient/guest assistance and services; works collaboratively with volunteers.

• Utilizes computer systems to look up information to direct the patients, family members and visitors appropriately. (i.e. scheduled appointments, physician location, patient rooms, etc.). Captures patient information from callers after hours regarding appointments or other medical questions. Follow-up with appropriate staff as needed.

• Coordinates and assists contacting providers on-call at all times of the day including weekends. Ensures all call schedules are accurate. Updates call schedules as needed.

• Coordinates and assists contacting Case Management/Care Management team members from outside facilities and family members.

• Will cross train in Guest Service Representative role as part of professional development.

Language Requirements:

This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

Physical Demands:

• Sit: Frequently (34-66%)
• Stand: Occasionally (5-33%)
• Walk: Frequently (34-66%)
• Stoop/Bend: Occasionally (5-33%)
• Reach: Frequently (34-66%)
• Crawl: Not Applicable
• Squat/Crouch/Kneel: Occasionally (5-33%)
• Twist: Occasionally (5-33%)
• Handle/Finger/Feel: Continuously (67-100%)
• See: Continuously (67-100%)
• Hear: Continuously (67-100%)

Weight Demands:

• Lift -Floor to Waist Level: Sedentary (<10 pounds)
• Carry: Sedentary (<10 pounds)
• Push/Pull: Sedentary (<10 pounds)
• Slide/Transfer: Not Applicable

Working Conditions:

• Indoor: Continuously (67-100%)
• Outdoor: Not Applicable
• Extreme Temperature: Not Applicable

Driving Requirement Definitions:

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Driving Requirement for this position: Infrequent Driver

Reference ID: R8081

Making a real difference. For one another.

To take the best care of our patients and community — including friends, family, and neighbors — we need people who are committed to growth, excellence, and one another.

At Altru, you’ll find a culture where support and teamwork are at the heart of what we do. You’ll have opportunities to advance your skills, work with the latest technologies, experience the fulfillment that comes from giving back, and take your career wherever you want it to go.

Join our team and be a part of a small community with a big heart.

Altru offers a comprehensive benefits package to its full- and part-time employees. Excellent benefits include a health plan and 401(k) retirement plan. Other benefits include a dental plan, vision plan, life and disability insurance, education assistance, paid time off (PTO)