Switchboard Operator

Tennova Healthcare- North Knoxville Medical Center; Powell (TN); On-site; USD 25,000 - 30,000; Full time

Job summary

Tennova Healthcare- North Knoxville Medical Center in Powell, TN is seeking a Switchboard Operator to manage incoming and outgoing calls, provide routine information, and dispatch calls to departments in a professional manner. The position runs from 10am to 6:30pm and supports emergency communications and paging.

You will greet callers, route lines, document calls and pages, and assist with patient and staff inquiries while maintaining accuracy and timely notification for on-call personnel.

Qualifications

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

Responsibilities

• Answer 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.

Skills

Switchboard operation

Verbal communication

Customer service

High call volumes

Emergency comms

Attention to detail

Job description

Job Summary

The schedule for this position is: 10am-6:30pm. 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.