Switchboard Operator I

West-Florida-Medical-Center-Clinic-P; Pensacola (FL); On-site; USD 32,000 - 36,000; Full time

Job summary

West Florida Medical Center Clinic in Pensacola is seeking a Switchboard Operator I to route incoming and outgoing calls, contact providers, and process consult and after-hours patient calls. You will coordinate emergency communications and support safety procedures in a fast-paced environment.

Responsibilities include monitoring paging systems, maintaining message logs, and updating on-call schedules while delivering professional, courteous service to staff and callers.

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication and courteous customer service.
• Ability to learn new applications and adapt to changing procedures.
• Strong attention to detail and dependable work ethic.
• Effective listening and the ability to manage multiple tasks.

Responsibilities

• Handle inbound/outbound telephone communications and route calls to providers and departments.
• Document and process consult calls and after-hours patient calls according to schedules.
• Coordinate emergency and priority communications and notify on-call staff.
• Use paging systems to contact providers and designated personnel per procedures.
• Maintain accurate message logs and update on-call schedules as needed.

Skills

Customer service

Verbal and written communication

Professionalism

Attention to detail

Ability to learn applications

Multitasking

Calm under pressure

Education

High school diploma or GED

Job description

Description

JOB SUMMARY

The Doctors Call Center (DCC) provides centralized communication support 12 hours per day, 7 days per week for the organization and designated outside clients. The Switchboard Operator I is responsible for accurately routing incoming and outgoing calls, contacting providers and designated personnel, processing consult calls and after-hours patient calls, coordinating emergency and priority communications, and supporting communication, safety, and operational functions in accordance with established policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles incoming and outgoing telephone communications, accurately routes calls to providers, departments, staff, and other appropriate parties; provides general information regarding office hours, locations, directions, and telephone numbers.
• Receives, documents, and processes consult calls and after-hours patient calls, contacting the appropriate on-call provider in accordance with established call schedules, departmental procedures, and provider-specific instructions.
• Coordinates emergency and priority communications, including Manned Response Team (MRT) calls, emergency codes, 911 calls, elevator emergencies, ER and STAT calls, and other urgent situations; initiates appropriate notifications, connections, and conference calls in accordance with established procedures.
• Utilizes established paging systems to contact providers and designated personnel in accordance with departmental procedures and established instructions.
• Maintains accurate and current DCC reference information by incorporating provider, on-call schedule, and other operational updates as they are received and communicating relevant changes to the DCC team.
• Monitors designated fire alarm panels and respond to elevator communications in accordance with established safety and escalation procedures.
• Completes and maintains accurate Message Logs and other required documentation in accordance with established departmental procedures.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold the organization’s Purpose, Values, and Vision.
• Abide by the organization’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is a high school diploma or GED.

KNOWLEDGE, SKILLS AND ABILITIES

• Effective customer service, interpersonal, verbal, and written communication skills, with close attention to detail.
• Professionalism, integrity, and adaptability in carrying out assigned responsibilities and responding to changing operational needs.
• Computer proficiency and the ability to learn and effectively utilize new applications, equipment, and processes.
• Effective listening skills and the ability to accurately receive, understand, and communicate information.
• Dependability, accountability, and effective organizational skills in carrying out assigned responsibilities.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment with frequent interruptions.
• Sound judgment and the ability to make appropriate decisions within established procedures with minimal supervision.
• Ability to remain calm and professional while effectively responding to emergencies, urgent matters, and other high-pressure situations.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/4 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (sitting, bending, and reaching) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Call Center/Dispatch office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.
• Must be available to customers and staff throughout the day.
• May be required to work extended hours to meet department needs.