Switchboard Operator - HK - PRN - Shift Varies

Huntsville Hospital; Tuscumbia (AL); On-site; USD 21,000 - 26,000; Full time

Job summary

Huntsville Hospital is seeking a Communications Representative to operate a multi-position switchboard, screen and process PBX calls and Nurse Call requests from patients, staff and the public, and dispatch to the appropriate department promptly and courteously.

The role requires attention to confidentiality, ability to work with PBX and Nurse Call systems, and the capacity to manage high-volume calls with professionalism. Prior switchboard or customer service experience is preferred.

Qualifications

• High school diploma or equivalent preferred.
• Prior switchboard operation and/or customer service experience preferred.
• Basic computer and typing skills.
• Customer service skills.

Responsibilities

• Operates a multiple position telephone switchboard to relay all incoming, outgoing and inter-office calls.
• Demonstrates proper phone etiquette by answering and dispatching phone calls promptly, courteously and professionally.
• Uses resources effectively and demonstrates awareness with regard to service lines and other commonly requested information.
• Competently utilizes hospital census and routinely prints same in anticipation of network downtime.
• Identifies problems in a timely manner.
• Pays strict attention to nurse call and answers and dispatches patient calls promptly and accurately.
• Follows up on overtime calls and re-pages staff as needed.
• Notifies nursing units appropriately for any delays or problems.
• Exhibits ability to learn and apply new skills.
• Requires minimal supervision.
• Maintains highest standards of confidentiality regarding all patient and hospital information.
• Responds to emergency calls following established protocols.
• Expedites calls to and from Security.
• Monitors all alarms within the PBX area and notifies appropriate departments of problems or pages Code per protocols.

Skills

Customer service

Phone etiquette

Multitasking

Teamwork

Education

High school diploma or equivalent

Job description

Requires continuous auditory and visual attention to PBX and Nurse Call. The primary responsibility of the Communications Representative is to answer, screen and process all PBX calls and Nurse Call from patients, staff and the general public and dispatch or transfer in a prompt, accurate and courteous manner to the appropriate party or department.

Responsibilities

• Operates a multiple position telephone switchboard to relay all incoming, outgoing and inter-office calls.
• Demonstrates proper phone etiquette by answering and dispatching phone calls promptly, courteously and professionally. Also provides interpersonal care/service including friendliness, respect, promptness, courtesy and sensitivity to all patients and others.
• Uses resources effectively and demonstrates awareness with regard to service lines and other commonly requested information.
• Competently utilizes hospital census and routinely prints same in anticipation of network downtime.
• Identifies problems in a timely manner.
• Pays strict attention to nurse call and answers and dispatches patient calls promptly and accurately.
• Follows up on overtime calls and re-pages staff as needed.
• Notifies nursing units appropriately for any delays or problems.
• Exhibits ability to learn and apply new skills.
• Requires minimal supervision.
• Competent in required job skills and knowledge.
• Maintains highest standards of confidentiality regarding all patient and hospital information.
• Responds to emergency calls following established protocols.
• Expedites calls to and from Security.
• Monitors all alarms within the PBX area and notifies appropriate departments of problems or pages Code per protocols.

Qualifications

Education:

High school degree or equivalent preferred.

Experience

Prior experience in switchboard operation and/or customer service preferred.

Basic computer and typing skills.

Customer service skills.

Additional Skills/Abilities

Ability to answer telephone and use computer terminal. Ability to work with PBX and Nurse Call System. Prolonged sitting. Occasional reaching, stooping, bending, kneeling, crouching. Light physical effort (lift/carry up to 10 lbs.). Must be available to handle absentee replacement on short notice. Ability to make decisions which could require judgment on action which could result in death of patient. Ability to handle pressure due to multiple calls and inquires.