Switchboard Operator I - Ephrata PRN - Varied

WellSpan Health; Ephrata (Lancaster County); On-site; USD 2,066,400 - 2,755,200; Part time

Benefits offered by this job

Comprehensive health benefits

Paid time off (PTO)

Retirement savings plan

Education assistance

DailyPay

Job summary

WellSpan Health is seeking a hospital telecommunications professional to operate the switchboard and related systems, routing calls and providing information to patients, visitors, and staff. The role supports emergency response procedures and maintains accurate logs and on‑call schedules.

Responsibilities include handling high‑volume calls, escalating issues as needed, and ensuring clear, timely communication across hospital departments.

Qualifications

• High School Diploma or GED required.
• Less than 1 year of relevant experience preferred.
• Previous switchboard experience preferred.
• Excellent interpersonal and communication skills required.
• Basic computer skills required.

Responsibilities

• Answers incoming calls promptly and professionally to provide excellent customer service.
• Screens and routes calls to appropriate departments or staff.
• Provides general hospital information and assists callers with inquiries.
• Facilitates communication between patients, visitors, and hospital staff.
• Initiates and announces hospital emergency codes per protocols.
• Notifies on‑call staff during urgent situations and maintains logs of communications.
• Operates and troubleshoots paging systems and switchboard hardware.

Skills

Interpersonal communication

Verbal communication

Computer literacy

Education

High School Diploma or GED

Job description

Job Description

Provides hospital telecommunication services through the operation of a telephone console and related communication equipment. Serves as a central communication hub for hospital operations by accurately and efficiently routing internal and external calls, facilitating communication between patients, visitors, and staff, and supporting emergency response procedures. Maintains communication systems, paging functions, and operational continuity while delivering professional and customer‑focused service.

Shift

PRN, Rotating 7a-3p, 3p-11p, 11p-7a, Sun, Mon, Tues, Wed, Thurs, Fri, Sat, holidays as available and needed.

Responsibilities

• Answers incoming calls promptly, efficiently, and professionally while providing excellent customer service to all internal and external callers.
• Screens and routes calls accurately to appropriate departments, staff, or patient locations.
• Provides general hospital information and assists callers with inquiries.
• Facilitates communication between patients, visitors, and hospital staff.
• Addresses routine service concerns and escalates issues as appropriate.
• Initiates and announces hospital emergency codes following established protocols.
• Notifies and coordinates communication with appropriate personnel during urgent and critical situations.
• Maintains accurate logs and documentation of all emergency communications.
• Manages paging systems and communication tools to ensure accurate and timely message delivery.
• Maintains and utilizes hospital on‑call schedules in accordance with established procedures.
• Contacts on‑call hospital staff as needed to support patient care and hospital operations.
• Monitors switchboard, paging, and communication systems to ensure proper functionality at all times.
• Identifies system or equipment issues and escalates for resolution as appropriate.
• Monitors and supports communication related to safety systems, alarms, and security processes in accordance with hospital protocols.
• Assists with communication needs during security‑related events and facility operations.
• Maintains accurate records of calls, messages, and critical events.
• Ensures clear, accurate, and comprehensive communication of updates, issues, and critical information during shift transitions to maintain operational continuity.
• Performs first‑level troubleshooting and support for communication devices, paging systems, and related technologies.
• Escalates technical issues to appropriate support personnel as needed.

Common Expectations

• Demonstrates competency in communication processes necessary to support hospital operations and patient access to care.
• Maintains established policies and procedures, objectives, quality assurance standards, and safety protocols.
• Provides outstanding service to all customers; fosters teamwork; and supports operational efficiency through attention to detail and accountability.

Qualifications

• Minimum Education:
  • High School Diploma or GED Required
• Work Experience:
  • Less than 1 year Relevant experience. Preferred
  • Previous switchboard experience. Preferred
• Knowledge, Skills, And Abilities:
  • Excellent interpersonal/communications skills.
  • Above average verbal skill is required to communicate with the public.
  • Required knowledge of basic computer skills.

Benefits Offered

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short‑term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy