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

Good Samaritan Medical Center; Brockton Heights (MA); On-site; USD 25,000 - 33,000; Part time

Job summary

The Good Samaritan Medical Center in Brockton, MA is seeking a Switchboard Operator for the Communications department. The 32-hour weekly schedule covers Thursday through Sunday mornings, providing essential paging, call routing and patient information support.

You will manage telephone systems, assist staff and the public with warmth and professionalism, handle interpreter and TDD calls, and maintain logs while working with limited supervision in a fast-paced hospital environment.

Qualifications

• High school diploma or GED.
• One year experience with heavy telephone usage.
• Customer service experience required.

Responsibilities

• Answer and route a high volume of calls using Meridian and Xtend.
• Provide paging services and on-call schedule updates.
• Assist with interpreter services and TDD calls.
• Maintain telephone logs and monitor system alarms.

Skills

Customer service

Communication

Multitasking

Professional demeanor

Education

High school diploma or GED

Tools

Xtend paging system

Job description

Position: Switchboard Operator

Department: Communications

Schedule: 32 hours, Thursday-Sunday (Morning Shift)

ESSENTIAL RESPONSIBILITIES / DUTIES:

I. 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.

II. Job Relationships:

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

III. Authority:

• Refer to Job Responsibilities.

IV. 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.

V. Reporting Requirements:

• Reports immediately to the lead operator 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.

VI. 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.