Switchboard Operator

With a legacy that spans over 150 years, Bon Secours is a network that is dedicated to providing excellent care through exceptional people. At every level, everyone on our teams have embraced the call to provide compassionate care. Here, you can work with others who share common values, and use your skills to help extend care to all of our communities.

Job Summary:

         

The Switchboard Operator serves as a representative for a hospital-based, multiple function call center. The Switchboard Operator is responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective, and efficient manner. The Switchboard Operator operates the paging service as part of the SPOK messaging system. The Switchboard Operator monitors multiple alarm panels. The Switchboard Operator is responsible for 30  answering service clients (physicians and hospital departments) and paging on call providers. Other duties as assigned and attends meetings and educational classes as required. 

Switchboard Operator

Essential Job Functions:

• Answers incoming calls for Bon Secours St Francis Health System and Answering Services.  Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer concerns. Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and professional manner. Requires the ability to receive and convey information in a clear and concise way.  Documents complete and accurate messages.
• Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public.  Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol. Appropriately routes calls to additional resources as indicated.  Responds to all codes urgently and maintains an accurate record of all emergency codes. Performs all overhead paging in a pleasant and professional manner.
• Maintains and updates current on call schedules for the answering service and various hospital departments, using the SPOK On-Call scheduling system.  Contacts appropriate on call personnel in a calm, timely and efficient manner.
• Displays adequate knowledge (through retention and use of resources) of Bon Secours St Francis and medical terminology as evidenced by direct observation and random monitoring. Stays abreast of changes, new areas and/or services within Bon Secours St Francis Health System.  Informs management of required database updates. 
• Promotes teamwork by cooperating and working together with all coworkers, attending team huddles and staff meetings.  Displays a positive attitude at all times.
• Maintains the confidentiality of all data, including patient, employee, and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols. 
• Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours St Francis Health System.
• Reports all equipment trouble to appropriate person and calls equipment vendor when Telecommunications equipment is in need of repair.  Dispatches Maintenance/Engineering or Security personnel to convey messages and/or repairs. 
• Assist Lead Operators in the training of new operators.
• Supports the mission and values of BSMH and adheres to all hospital and department policies and procedures. 
• Completes requirements for in-service training, acceptable attendance, uniform, and dress codes including personal hygiene, and other work duties as assigned. 

Education:

• High School Diploma/GED (Required)
• Associate or Bachelor’s Degree (Preferred)

Skills & Abilities:

• Work requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level; with a minimum of six months of recent customer service experience, medical call center experience preferred.    
• Work requires interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner.  Use a calm, tactful demeanor, and appropriate communications during sensitive, emotional and crisis situations.  Also requires the ability to appropriately handle angry and/or distressed callers.
• Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the Telecommunications Department to medical staff, patients, and the public.  Also requires the ability to perform as a team member and work under pressure.
• Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment.
• Work requires the availability to work all shifts, including in inclement weather, therefore requires reliable transportation. Individual must be able to work with little or no supervision.
• Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Google Chrome, and additional software programs as implemented. Also, must be able to multitask between various software applications.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com