Switchboard Operator - Part Time

Atrium Health; Winston-Salem (NC); On-site; USD 29,000 - 43,000; Part time

Job summary

Atrium Health is seeking a part-time Switchboard Operator for the 23:30–08:00 third shift, totaling 16 hours per week. You will answer calls, gather information, and route requests across campuses, supporting internal clinics after hours.

Ideal candidates have a high school diploma or GED and two years in customer service, with the ability to stay calm under pressure and navigate multiple software systems while typing at least 45 words per minute.

Qualifications

• High school diploma or GED with two years' direct consumer service experience.
• Experience handling a high volume of calls in a stressful environment preferred.
• Previous experience in a medical environment preferred.

Responsibilities

• Provide excellent customer service by answering calls politely and identifying caller needs.
• Provide after-hours answering for internal clinics and relay information to on-call physician.
• Maintain switchboard database reflecting changes across campuses.
• Update on-call schedules and follow up on discrepancies.
• Assist Pathology as third-party witness during autopsies with documentation.
• Receive and dispatch service requests to departments and document in systems.
• Perform other related duties as assigned.

Skills

Clear voice

Interpersonal skills

Computer skills

Multisystem navigation

Typing 45 wpm

Education

High school diploma or GED

Experience in consumer service

Job description

Department

11597 Non Enterprise Corporate - Switchboard

Department

11597 Non Enterprise Corporate - Switchboard

Status

Part time

Benefits Eligible

No

Hours Per Week

16

Schedule Details/Additional Information

Third Shift Position - 2 Days per week including every other holiday and every other weekend working the hours of 23:30-08:00 for a total of 16 hours / week.

Pay Range

$20.80 - $31.20

EDUCATION/EXPERIENCE: High school diploma or GED equivalent with two years' experience in a direct consumer service role with demonstrated ability to resolve problems under stressful conditions. Experience in handling a high volume of calls in a stressful environment preferred. Previous experience working in a medical environment preferred. LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A
ESSENTIAL FUNCTIONS:
1. Provides excellent customer service by answering calls in a courteous, respectful and professional manner. Identifies callers' needs by soliciting information to handle requests efficiently. Takes initiative to address callers' concerns and complaints.
2. Provides after-hours answering service for internal clinics. Gathers information related to a patient?s needs in an accurate and timely manner. Pages the on-call physician to relay information based on guidelines.
3. Stays abreast of changes on multiple campuses, including main campus, Lexington, Davie and West Campus since the switchboard handles calls for all of the Health System facilities. Maintains the switchboard database to reflect changes in the telephone and pager numbers.
4. Updates on-call schedules as requested. Follows up with clinical departments related to schedule discrepancies and missing data.
5. Assists Pathology by acting as a third-party witness to sensitive after-hours discussions with family members related to autopsies. Records the discussion and provides the physical copy of the recording to Security to meet documentation requirements.
6. Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems. Contacts service department's management personnel as needed to elevate unanswered service requests following SRC's approved guidelines.
7. Performs other related job duties as assigned.
SKILLS/QUALIFICATIONS: Clear and calm telephone-speaking voice Excellent interpersonal skills Basic computer skills Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions Typing minimum of 45 words per minute
WORK ENVIRONMENT: Clean, well-lit, comfortable environment Subject to interruptions Subject to stressful situations Moderate noise environment
PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/AActivity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum

Our Commitment To You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Provides a wide range of services to patients, hospital employees and staff, and the public including answering and routing switchboard calls, updating telephone and pager numbers in the switchboard software, and maintaining on-call schedules. Provides backup coverage for the Customer Service Representatives in the Service Response Center by receiving and dispatching service requests. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers.