Switchboard Operator

Northeast Regional Medical Center; Kirksville (MO); On-site; USD 17,000 - 25,000; Full time

Job summary

Northeast Regional Medical Center in Kirksville, MO is seeking a Switchboard Operator to manage incoming and outgoing calls, route them to the appropriate departments, and provide routine information to patients, staff, and providers. You will also handle paging requests and assist with emergency communications in a professional manner.

The role requires handling high call volumes, attentiveness to detail, and adherence to hospital policies.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare setting
• 1-2 years of switchboard experience preferred
• Excellent verbal communication and customer service skills
• Ability to manage high call volumes calmly and professionally
• Knowledge of hospital policies, codes, and procedures is a plus

Responsibilities

• Answers all incoming calls promptly and routes to appropriate department
• Carries out paging procedures for employees and providers, including during emergencies
• Acts as information hub providing accurate assistance to patients, staff and external customers
• Transfers calls to proper extensions with accuracy
• Coordinates communication for emergency codes and disasters, notifying on-call staff
• Screens and verifies demographic information and organises paperwork accurately
• Provides instructions to patients for accessing external operators for long-distance calls
• Maintains detailed records of all pages, notifications, and calls
• Performs other duties as assigned
• Maintains regular and reliable attendance
• Complies with policies and standards

Skills

Verbal communication

Customer service

Emergency communications

Organization

Switchboard operation

Tools

Switchboard equipment

Job description

8am-5pm

Job Summary

The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.

Essential Functions

• Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
• Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
• Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
• Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
• Coordinates communication for emergency codes and disasters, ensuring timely notifications to on-call and rapid response staff as needed.
• Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
• Provides instructions to patients for accessing external operators for long-distance calls and assists with any other general inquiries.
• Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare setting required
• 1-2 years of switchboard experience preferred

Knowledge, Skills and Abilities

• Proficient in operating switchboard or telecommunications equipment.
• Excellent verbal communication and customer service skills.
• Ability to manage high call volumes in a calm and professional manner.
• Strong organizational skills with attention to detail.
• Capable of handling emergency communication processes effectively.
• Knowledge of hospital policies, codes, and procedures is a plus.