Switchboard Operator - Helen Keller Hospital, Communications Center

Overview

Requires continuous auditory and visual attention to PBX and Nurse Call. The primary responsibility of the Communications Representative is to answer, screen and process all PBX calls and Nurse Call from patients, staff and the general public and dispatch or transfer in a prompt, accurate and courteous manner to the appropriate party or department.

• Operates a multiple position telephone switchboard to relay all incoming, outgoing and inter-office calls.
• Demonstrates proper phone etiquette by answering and dispatching phone calls promptly, courteously and professionally. Also provides interpersonal care/service including friendliness, respect, promptness, courtesy and sensitivity to all patients and others.
• Uses resources effectively and demonstrates awareness with regard to service lines and other commonly requested information.
• Competently utilizes hospital census and routinely prints same in anticipation of network downtime.
• Identifies problems in a timely manner.
• Pays strict attention to nurse call and answers and dispatches patient calls promptly and accurately.
• Follows up on overtime calls and re-pages staff as needed.
• Notifies nursing units appropriately for any delays or problems.
• Exhibits ability to learn and apply new skills.
• Requires minimal supervision.
• Competent in required job skills and knowledge.
• Maintains highest standards of confidentiality regarding all patient and hospital information.
• Responds to emergency calls following established protocols.
• Expedites calls to and from Security.
• Monitors all alarms within the PBX area and notifies appropriate departments of problems or pages Code per protocols.

Education:

High school degree or equivalent preferred.

Experience:

Prior experience in switchboard operation and/or customer service preferred.

Basic computer and typing skills.

Customer service skills.

Additional Skills/Abilities:

Ability to answer telephone and use computer terminal. Ability to work with PBX and Nurse Call System. Prolonged sitting. Occasional reaching, stooping, bending, kneeling, crouching. Light physical effort (lift/carry up to 10 lbs.). Must be available to handle absentee replacement on short notice. Ability to make decisions which could require judgment on action which could result in death of patient. Ability to handle pressure due to multiple calls and inquiries.