Switchboard Operator- PRN

Lutheran Health Network; Fort Wayne (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Lutheran Health Network is seeking a Switchboard Operator to manage a high-volume call center and paging operations onsite in Fort Wayne, IN. The role requires courteous communication and precise handling of information to support patients, staff, and providers.

You will quickly route calls, assist with emergency communications, and maintain accurate records while upholding hospital policies and professional standards.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare setting.
• 1-2 years of switchboard experience preferred.

Responsibilities

• Answer incoming calls promptly and route to appropriate department or individual.
• Page employees, providers, and on-call staff during emergencies or critical events.
• Provide accurate information to patients, staff, and external customers.
• Transfer calls to correct extensions to ensure smooth communication.
• Coordinate emergency codes and disaster notifications for on-call personnel.
• Verify demographic information and maintain accurate documentation as required.
• Instruct patients on accessing external operators for long-distance calls.

Skills

Verbal communication

Customer service

Emergency comms

Attention to detail

Phone etiquette

Tools

Switchboard equipment

Job description

Job Summary

The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.

The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.

Essential Functions

• Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
• Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
• Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
• Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
• Coordinates communication for emergency codes and disasters, ensuring timely notifications to on-call and rapid response staff as needed.
• Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
• Provides instructions to patients for accessing external operators for long-distance calls and assists with any other general inquiries.
• Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• 0-2 years of experience in customer service, call center, or healthcare setting required
• 1-2 years of switchboard experience preferred

Knowledge, Skills and Abilities

• Proficient in operating switchboard or telecommunications equipment.
• Excellent verbal communication and customer service skills.
• Ability to manage high call volumes in a calm and professional manner.
• Strong organizational skills with attention to detail.
• Capable of handling emergency communication processes effectively.
• Knowledge of hospital policies, codes, and procedures is a plus.