Switchboard Operator - 32 hours, Thursday - Sunday (Morning Shift)

201 Company - Brockton; Brockton (MA); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Contract increases

Flexible Spending Accounts

403(b) savings matches

Earned time cash out

Paid time off

Career advancement opportunities

Wellbeing resources

Job summary

Boston Medical Center in Brockton, MA, is seeking a Switchboard Operator to join the Communications Department. You will answer and direct a high volume of calls, provide paging and telecommunication services using Meridian and Xtend, and support patient information and security dispatch after hours.

The role requires a high school diploma or GED and at least one year of related experience with heavy telephone usage; strong customer service, clear communication, and professional demeanor are

Qualifications

• Education: High school diploma or GED.
• Experience: One year experience in a business or medical related field with heavy telephone usage. Ideally will have performed telephone operator or call director duties. Customer service experience a must.

Responsibilities

• Answer, assist and direct a high volume of calls clearly, politely and professionally.
• Perform paging/answering for medical center staff and execute related functions; prepare on-call schedules, monitor Wandering System, issue beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
• Respond to and process TDD calls. Act as Security Dispatch and Patient Information during off-hours.
• Maintain confidentiality and follow department policies.

Skills

Interpersonal skills

Clear speech

Excellent grammar

Adaptability

Patience under pressure

Empathy

Education

High school diploma or GED

Job description

Position

Switchboard Operator

Department

Communications

Schedule

32 hours, Thursday-Sunday (Morning Shift)

ESSENTIAL RESPONSIBILITIES / DUTIES

Position Function: Under the direction of the Lead Operator, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems. Performs telecommunications functions without requiring constant supervision.

Job Relationships: Reports to Lead Operator and to the Director of Telecommunications. Must be able to effectively communicate with all medical center personnel and the general public in a professional manner.

Authority: Refer to Job Responsibilities.

A. Responsibilities/Essential Functions: Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards. Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input). Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally. Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor "Wandering System", issue beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems. Record and report telephone related problems to the Lead Technician. Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances. Capable completion of and utilization of numerous on-call schedules. Process calls regarding "Interpreter Services" following established procedures. Respond to and process TDD calls. Act as Security Dispatch and Patient Information during off-hours. Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up. Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures. Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner. Anticipate customer needs and be flexible in responding to them. Monitor all alarms and respond/report according to Medical Center procedures.

B. Responsibilities/non-essential Functions: Performs related duties as needed and assists occasionally in special projects as requested.

Reporting Requirements

Reports immediately to the Lead Operator of any deviation of normal operation. Reports immediately to the Lead Operator of any unusual occurrences related to patients, staff, general public or self. Reports all incidents and/or breaches of procedures to the Lead Operator.

Accountability

Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information. Is accountable for abiding by all relevant medical center policies and procedures. Is accountable for accurately recording/reporting all technical information relative to codes, etc. Is accountable or observing all policies and procedures of the department and the medical center.

JOB REQUIREMENTS

Education: High school diploma or GED.

Experience: One year experience in a business or medical related field with heavy telephone usage. Ideally will have performed telephone operator or call director duties. Customer service experience a must.

Knowledge and Skills: Excellent interpersonal and communications skills. Ability to speak clearly and precisely. Excellent grammar. Flexibility in a fast paced hectic environment. Patience under pressure. Kindness and sensitivity to all the people we serve.

Compensation Range

$16.29- $24.21

Benefits

• medical, dental, vision, pharmacy
• contract increases
• Flexible Spending Accounts
• 403(b) savings matches
• earned time cash out
• paid time off
• career advancement opportunities
• resources to support employee and family wellbeing

Equal Opportunity Employer / Disabled / Veterans

Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.

Accommodation Request

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e‑mail to [e-mail] or call 617-638-8582 to let us know the nature of your request.

Background Check and Vaccination Requirements

BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.

Boston Medical Center participates in the Electronic Employment Verification Program. As an E‑Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital.