Switchboard Operator Lead - 3:00 PM – 11:30 PM

Boston Medical Center; Boston (MA); On-site; USD 23,019 - 34,205; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Flexible Spending Accounts

Paid time off

Career advancement opportunities

Job summary

Boston Medical Center is seeking a Switchboard Operator Lead to oversee the daily operations of the switchboard. This role requires superior customer service and effective communication with all personnel and the public.

The ideal candidate will have two years of experience in a relevant field and supervisory experience. Working hours are full-time, including evenings and rotating holidays, with competitive compensation options.

Qualifications

• 2 years experience in a business or medical field with heavy telephone usage.
• 1 year of supervisory experience.
• Customer service experience is essential.

Responsibilities

• Oversee daily operations of the medical center's switchboard.
• Ensure the switchboard is staffed at all times.
• Provide superior customer service to internal and external clients.

Skills

Interpersonal skills

Communication skills

Customer service

Flexibility under pressure

Education

High school diploma or equivalent

Job description

POSITION SUMMARY:

Under the direction of the Director of Security, Emergency Management & EHS; oversees the daily operations of the medical center's switchboard. Performs telephone answering, paging and other telecommunication services utilizing the MediCall and Spok systems.

Position:

Switchboard Operator Lead

Department:

Communications

Schedule:

Full Time: 3:00 PM - 11:30 PM, Monday - Friday & Rotating Holidays

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Performs telecommunications functions without requiring constant supervision.
• Reports to Director of Security, Emergency Management & EHS
• Must be able to effectively communicate with all medical center personnel and the general public in a professional manner.
• Provides superior customer service to internal and external clients, customers, and patients as referenced in Service Excellence Standards.
• Responsible for scheduling of staff seven days per week, including vacation and sick time coverage.
• Ensures that the switchboard is adequately staffed at all times.
• Skilled utilization of the computerized telephone/paging system (MediCall) (includes data input).
• Assures operators are competent regarding codes and stat pagers, including set up and training.
• 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," Program and issue pagers/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 Help Desk to be assigned to Telecom for service/repair.
• 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.

Responsibilities/Non-Essential Functions:

• Performs related duties as needed and assists occasionally in special projects as requested.
• Reports immediately to the Director of Security, Emergency Management & EHS any deviation of normal operation.
• Reports immediately to the Director of Security, Emergency Management & EHS of any unusual occurrences related to patients, staff, general public or self.
• Reports all incidents and/or breaches of procedures to the Director of Security, Emergency Management & EHS.
• 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 for observing all policies and procedures of the department and the medical center.

JOB REQUIREMENTS

EDUCATION:

• High school, or equivalent.

Minimum Experience:

• Two years experience in a business or medical related field with heavy telephone usage.
• Ideally will have performed telephone operator or call director duties in the healthcare field.
• 1 year of Supervisory experience.
• Customer service experience a must.

Minimum skills/abilities:

• 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:

$16.71- $24.83

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, and licensure/certifications directly related to position requirements. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), contract increases, Flexible Spending Accounts, 403(b) savings matches, earned time cash out, paid time off, career advancement opportunities, and resources to support employee and family wellbeing.

Equal Opportunity Employer/Disabled/Veterans