What are the responsibilities and job description for the Switchboard Operator Associate position at Genesis Healthcare System?
Position Details
Work Shift :
Day Shift (United States of America)
Scheduled Weekly Hours :
Department :
Switchboard Communication Center
Overview of Position :
Performs accurate high-quality liaison services, direction and general information to promote service excellence to physicians, staff, patients and other customers. Performs call processing, paging (overhead and pager) alarm alert monitoring and code communications throughout the system.
ESSENTIAL DUTIES
1. Maintains knowledge of and assists the organization in directing calls and code response by paging proper areas / physicians / staff.
2. Monitors alarms and dispatches required staff as needed for response.
3. Maintains the highest degree of professionalism and confidentiality at all times.
4. Demonstrates proficiency in Code Blue and other computer applications and technologies.
5. May provide assistance in areas of Access Center or Service Response Center.
6. Demonstrates initiative and creativity to continuously improve services.
7. Provides outstanding customer service to internal and external customers.
8. Performs other functions as assigned.
QUALIFICATIONS
1. Successful completion of high school or equivalent required.
2. Six months experience in a high call volume center or related setting.
3. Excellent interpersonal, communication, and decision-making skills.
4. Ability to provide outstanding customer service and maintain a high degree of confidentiality.
5. Demonstrated excellence with listening, verbal skills.
6. Effective oral communication in English is required to perform job duties.
7. Ability to work independently and under pressure in a complex and changing working environments.
8. Experience with computer software programs (Microsoft Office, etc.)
PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1. Living the Genesis Mission, Vision and Values
- Performs work in a manner that is quality focused.
- Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
- Results oriented and focused on achievement of objectives.
- Acknowledges and responds to the diversity of people and the situation.
- Encourages peers (others) to be owners of change.
- Always makes the effort to anticipate and exceed customer needs and expectations.
- Possesses the ability to engage others with patience and understanding.
- Acts in a manner that creates positive first and lasting impressions.
- Demonstrates the ability to own issues until they are resolved.
2. Patient Centered Care (patients / families, physicians, co-workers, all other internal / external customers)
3. Promotes Patient and Employee Safety
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Works in an office environment.
2. Answers telephone calls and uses personal computer extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.
3. Ability to sit 7.5 hours per day.
4. Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds.
5. Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus.
6. May be required to periodically rotate shifts and regular days off. All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required.
Benefits include :
