Switch Board Operator

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Reports to Manager, Ambassador & Communication Services (and Administrative Nursing Supervisor after hours). Under general supervision, performs responsibilities either at the information desks or the switchboard area. Effectively uses the Xtend Communications Medicall Intelligent Console technology and world class service to process incoming phone calls to Memorial Hospital and Beacon Health System's communications systems. Answers the Transfer Direct line and facilitates unit to unit, ER to ER, and B to C transfer process as appropriate.

While at the information desks, provides effective patient information telephone coverage and assists Hospital guests (i.e., patients, visitors, etc.) by providing a variety of information. Provides call processing, dispatch and answering services for various departments. Responds to emergency systems and alarms by following established procedures. In all areas of responsibility, acts as a representative of the Hospital and Beacon Health System and strives to make a good first impression.

• MISSION:
  We deliver outstanding care, inspire health, and connect with heart.
• VALUES:
  Trust. Respect. Integrity. Compassion.
• SERVICE GOALS:
  Personally connect. Keep everyone informed. Be on their team.
• Serves as a first contact for phone calls received into the communication system and for persons who come into Hospital's main entrance by:
• Effectively using the Xtend Communications Medicall Intelligent Console Communications system to answer (and, if necessary, routing to the proper number) a high volume of phone calls to the Hospital's and Beacon Health System's main phone numbers in a timely manner using appropriate scripting and words.
• Answering and directing phone calls from within the Hospital campus. Also answering calls from the Hospital's courtesy phones.
• Assessing all types of calls using current/accurate knowledge of the organization and its services.
• Receiving, processing and dispatching calls/requests for the Security, Laundry, Engineering, Maintenance, Telecommunications, Bio-Medical and Nutritional Services Departments.
• Providing accurate information to callers, patients, visitors and staff by utilizing various resources (i.e., computer screens, flip files, etc). This may include the following information: admitting procedures, directions, visiting hours, parking information, physician practices, surgery schedules, etc.
• Ensuring that the Hospital's policy on confidentiality is strictly adhered to. Also is aware of the need to lower one's voice in certain situations.
• Staying aware of activities, meetings, etc. going on within the Hospital and Beacon Health System in order to be able to provide information and answer questions.
• Providing phone support to physicians who request assistance (i.e., paging or contacting other medical staff members, etc.).
• Providing call support for Beacon Health Systems Extension 7200 line.
• Acting as a centralized call station and by maintaining updated scheduling information for on-call team members from certain departments and agencies.
• Primary support for Hospitalists.
• Providing after-hours answering service for Memorial's Pain Clinic and Dr. Navarro's pump patients Providing on-call information for various departments and offices during evening and weekend hours.
• Utilizing the Xtend Medicall System (call handling and comprehensive messaging) to do direct paging of individuals (such as Social Workers) as required. Also operating multi-tone 3-digit and 7-digit pagers.
• Performing routine clerical duties as directed.
• Assisting with the training of new Communication Clerks as directed.
• Redirecting mail for discharged patients.
• Validating parking for clergy, Hospital volunteers, visitors and patients according to established procedures while at the information desks.
• Scheduling use of the bulletin boards located in the hospital.

• Immediately answering incoming calls on the 7777 line.
• Following the appropriate script for the case provided by the caller.
• Utilizing critical thinking skills and active listening skills to assess and direct the calls.
• Connecting sending facility or requesting agency to helicopter dispatch.
• Maintaining up to date information regarding transfer protocol.
• Handing off information regarding recent and pending calls to the next Transfer Direct operator at change of duty.
• Auto‑accepting cases on behalf of Memorial Hospital that meet the specific criteria set forth by the Medical Emergency Transport Committee.

• Recognizing and recording the type of emergency or non‑emergency system/alarm and following the proper procedure at the switch board and information desks, in a timely manner.
• Maintaining a comprehensive understanding about emergency situations and the importance of following the proper procedure at the…