Switch Board Operator; MHO

Overview

Join to apply for the Switch Board Operator (MHO) role at Beacon Health System
. Reports to Manager, Ambassador & Communication Services (and Administrative Nursing Supervisor after hours). Under general supervision, performs responsibilities at the information desks or the switchboard area. Uses the Xtend Communications Medicall Intelligent Console technology and provides 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 processes as appropriate.

When at the information desks, provides effective patient information telephone coverage and assists Hospital guests 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.

• Serve as a first contact for phone calls received into the communication system and for persons who come into Hospital's main entrance.
• Effectively use the Xtend Communications Medicall Intelligent Console system to answer and route a high volume of calls to the Hospital's and Beacon Health System's main numbers in a timely manner using appropriate scripting.
• Answer and direct calls from within the Hospital campus and from courtesy phones; assess all calls with current knowledge of the organization and services.
• Receive, process and dispatch calls/requests for Security, Laundry, Engineering, Maintenance, Telecommunications, Bio-Medical and Nutritional Services.
• Provide accurate information to callers, patients, visitors and staff using available resources (e.g., computer screens, flip files) including admitting procedures, directions, visiting hours, parking information, physician practices and schedules.
• Ensure confidentiality is observed and voice level is appropriate in sensitive situations.
• Maintain awareness of hospital activities to provide information and answer questions; provide phone support to physicians upon request.
• Provide call support for Beacon Health System's Extension 7200 line.
• Act as a centralized call station and maintain updated scheduling information for on-call team members from various departments and agencies.
• Provide primary support for Hospitalists and after-hours answering for Memorial's Pain Clinic and related patients; provide on-call information for departments during evenings and weekends.
• Utilize the Xtend Medicall System for call handling and messaging; perform direct paging and operate multi-tone pagers as required.
• Perform routine clerical duties as directed and assist with training of new Communication Clerks as directed.
• Redirect mail for discharged patients and validate parking for clergy, volunteers, visitors and patients as appropriate.
• Schedule use of bulletin boards within the hospital.

• Answer incoming calls on the 7777 line immediately and follow the provided script.
• Use critical thinking and active listening to assess and direct calls.
• Connect sending facility or requesting agency to helicopter dispatch; maintain up-to-date transfer protocol information.
• Handover information to the next Transfer Direct operator at change of duty.
• Auto-accept cases on behalf of Memorial Hospital that meet criteria set by the Medical Emergency Transport Committee.

• Recognize and record the type of emergency or non-emergency and follow proper procedures at the switchboard and information desks.
• Maintain understanding of emergency situations and follow proper procedures; communicate information to Nursing Supervisor, Engineer and Security as needed.
• Remain composed and use good judgment in stressful situations.

• Maintain an orderly work area and report equipment replacement needs to the Manager.
• Enter work orders as needed in the intranet system.
• Ensure wheelchairs are available at the Information Desk.