SWITCHBOARD OPERATOR - REGISTRATION - STONEWALL JACKSON MEMORIAL HOSPITAL

JOB TITLE : Switchboard Operator

DEPARTMENT : REGISTRATION

EXEMPT FROM OVERTIME : No

JOB SUMMARY

With a patient centered culture, the Switchboard Operator will provide a positive experience to all our customers calling into Mon Health Medical Center by transferring their phone calls to the correct department, over heading medical alerts, resetting passwords, and being the primary contact point for questions about the organization.

MINIMUM QUALIFICATIONS

Education :

• High School Diploma or GED (Required)

Experience / Physical Requirements :

Light Work : Frequent lifting and / or carrying of objects weighing up to 10 lbs. with a maximum lifting of 25 lbs.Previous Call Center or Support Center experience preferred. Possess excellent oral and written communications skills and interpersonal relationship skills. Attention to detail. Ability to learn quickly and work in fast-paced environment requiring attention to detail. Healthcare experience / knowledge preferred. Comfortable in working with different computer programs to reset passwords and / or contacting IT on-call department. Other duties as assigned.

Licensure / Certification :

Mission : To enhance the health of the communities we serve, one person at a time.

Vision : Our exceptional team will provide an extraordinary patient experience, compassionate care and clinical excellence.

Values : Integrity

Commitment

Accountability

Respect

Excellence

JOB SPECIFIC RESPONSIBILITIES

CommunicationThe Switchboard Operator answers and forwards incoming calls in a professional and service-oriented manner. This role diffuses upset customers professionally and resolves conflicts so that customer respect and confidence are increased. Possesses excellent oral and written communications skills and interpersonal relationship skills.Customer ServiceThe Switchboard Operator assists users with inquiries that relate to department repair policies in a timely manner with an awareness of all company policies and requirements. Forwarding inquiries to appropriate departments. Ability to work varying shifts to accommodate business needs.Assessment and AnalysisMonitors alerts and alarms, including but not limited to fire and safety alarms and reports conditions to appropriate personnel according to protocol. Appropriately overhead pages physicians and departments as required by the paging procedure. Multi-task / PrioritizeThe Switchboard Operator handles a variety of repetitive tasks. They must be able to prioritize correctly for the calls they are receiving. Respond to STAT phone immediately to alert the facility.Technology / On-callLog and input trouble tickets in Service Desk to give the problem to the correct technician on-call. Reset passwords for AD, Cerner and others as defined. Switchboard Operator analyzes types of problems and inquiries to assign severity levels, assign problem resolution, and follow through on resolution for IT after hours.

Work Schedule : Days

Status : PRN

Location : Stonewall Jackson Memorial Hospital

Location Of Job : US : WV : Weston

Disclaimer :

I understand that this document is intended to describe the general nature and level of work being performed. The statements in the documents are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

ADA DISCLAIMER :

This description does not state or imply that the duties listed above are the only duties to be performed by the positions incumbent. Employees are required to follow job-related instructions and perform other job-related activities requested by their supervisors. All requirements are subject to possible modification to provide a reasonable accommodation to individuals with physical or mental disabilities as defined in the Americans with Disabilities Act. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, the patients, or other employees.