The Switchboard Operators are responsible for answering incoming calls to all 5 hospital and determining the appropriate resolution. The Operator responds to all internal and external switchboard calls in a timely, courteous and positive manner; forward calls appropriately, contacts requested physicians and staff and communicates messages; responsible for monitoring a variety of alarm systems; notifies outside public agencies of messages, alarms, codes, emergencies as per policies/procedures; provides answering service to a variety of agencies after hours and on weekends; completes all other duties under the direction of the Manager, Call Center.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Education:

• High School diploma required.

Experience:

• Experience in telephone operations, communications, Call Center, customer service or related environment required. Ability to multitask in a fast pace environment. Proficient working with technology and possess a problem solving aptitude.

Other Knowledge/Skills/Abilities:

• Exceptional customer service, active listening, and verbal and written communication skills, professional demeanor.
• Knowledge of all tasks performed in the Call Center necessary to provide optimum internal and external customer satisfaction and provide the opportunity for one call resolution.
• Demonstrates superior patient relations and interpersonal skills; Requires ability to work with diverse people and deal effectively with angry and/or upset customers
• Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate 1 call software, and other required applications/systems. Must be able to use a multi-function phone system.
• Must demonstrate detail orientation, critical thinking, and problem solving ability. Process calls according to given situation.
• Must demonstrate excellent oral and written communication and customer service skills, with ability to maintain a calm and professional demeanor in high stress situations.
• Demonstrated ability to remain flexible, and consistently exercise sound judgment and initiative in very stressful situations.
• Ability to effectively manage competing priorities and work independently in a rapidly changing environment.

1. Answers incoming calls for all 5 Memorial Health System (MHS) hospitals, Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial and Taylorville Memorial.

1. After hour answering service for approximately 25 physicians/departments. Correctly following established protocols and procedures for each account.

1. Acknowledge and appropriately respond to Emergent Parking Lot Polls, Elevator phones, engineering panels which includes fire, panic alarms, and generator testing.

1. Able to correctly answer, dispatch, monitor, and track emergent codes and rapids.

1. Completes all steps of surgery/trauma activations for after-hours emergency call in teams; verifies patient identity information through appropriate tools. Identifies appropriate on call team based on policy and procedures. Facilitates appropriate tracking on all teams

1. Coordinate with departments, funeral homes, and security to efficiently transfer the release of remains, according to established protocol.

1. Enter and/or change on call schedules as needed.

1. Act as a resource for colleagues and lead by example.

1. Demonstrates an ability to be flexible, organized and function well in stressful situations.

1. Knowledge of hospital, department policies and procedures related to Call Center.

1. Communicates effectively with callers and colleagues with attention to detail and problem solving aptitude.

1. Responsible for all overhead paging including request from security, engineering and other departments.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely. I prevent defects and delays.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.