What are the responsibilities and job description for the Switchboard Operator (Entry-Level, Shift Differentials Available) position at Glens Falls Hospital?

The Impact You Can Make

Responsible for triaging and processing all customer calls, while following specific protocols for each department and physician practice (800 customers). Processing calls includes transferring, connecting, paging, two-way radios, cell texting, faxing, and e-mailing. Responding quickly to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. Manages and processes calls for the physician answering service. Troubleshoots and replaces pagers 24hrs a day. Troubleshoots cell phone issues. Monitors weather radio. Monitors fax machine for alerts, as well as daily clerical duties.

Team Impact

In this role, you will have the opportunity to triage and process customer calls for Glens Falls Hospital. You will be counted on to follow specific protocols for each department and physician practice (800 customers) in our service area. You will help provide great customer service and contribute to optimizing our organizational functioning by rapidly responding to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. By serving as a key stakeholder in improving the overall functioning of our organization and its critical response procedures, you will have a substantial impact on optimizing patient care and improving the patient experience.

Some highlights about this opportunity include :

Full time opportunity with 6am-2pm schedule and rotating weekend shift
Position is eligible for 10% shift differential added to base pay for weekend work!
Opportunity to work in a dynamic and fast-paced clerical role
Excellent opportunity for emergency-call dispatchers to work in a hospital environment
Comprehensive paid orientation phase to support your success if you are new to healthcare
Room for career growth if you choose to further advance your administrative career at the hospital

The Glens Falls Hospital Impact

Mission

Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting.

How You Will Fulfill Your Potential

Responsibilities

Processing and Triaging Customer Calls :

Use expert knowledge to respond to individual customer needs, while following specific protocols for each department

Includes operator calls, incoming calls, command center calls, as well as calls to Transcription, Patient Billing, Patient Transport, Emergency Services, Cancer Center, Center for Occupational Health, Security, Facilities, and Pastoral Care

Answer and direct all incoming and in-house calls via transfers, connecting to outside numbers, conference calls and multiple other routes as needed

Assist with line break-ins and international calling

Demonstrate responsibility and dependability by adhering to assigned work schedule

Physician Answering Service :

Answer and process patient calls including taking / delivering messages, utilizing multiple processes (e.g., paging, cell text, two-way pagers, e-mail, and fax) according to specific instructions provided by each provider / customer

Obtain updated information for our customers (e.g., new phone numbers, hours, changes in call handling instructions, etc.)

Obtain physician consults and deliver to appropriate provider by following on-call and call handling instructions

Troubleshoot as needed for Amtelco, E-response, MDR, Voice Logger, Ultracomm, Pagers, and cell phones

Incident Command :

Respond to incident command during Code HICS to answer phones

Must complete the monthly Telecomm emergency preparedness exercises, or attend the monthly tabletop

Pagers :

Troubleshoot, activate, change-out, and deactivate pagers

Assist in managing inventory, and pager documentation

Must be knowledgeable about the various types of pagers (e.g. numeric, Bravo 802, Bravo 502, Gold, and Apollo) and how to use each device

Perform regular testing pagers 3 times per day

Emergency Preparedness / Response :

Make overhead announcements and take ownership of contacting / dispatching appropriate parties for response to all codes, alarms, and Emergency Procedures

Maintain familiarity of 96-hour plan and COOP

Must be knowledgeable about hospital Emergency Preparedness policies, Telecommunications policies for

o Instances when Amtelco is down

o The use of the consoles

o The use of Red Phones

o The use of back up switch phones,

o The use of the back-up paging system / back up cell text phone, Telecomm e-mail contacts, and Emergency Book

Must understand when and how to use GETS cards in case of emergency

Monitor cases of severe weather

Maintain good working knowledge of how to use satellite phones and their data connection for use as a Wi-Fi hotspot for internet on the laptop, and Operator / Incident Command phones

Other Duties & Responsibilities :

Data entry / management of daily list of patients and rounding sheets for Hudson Headwaters Health Network (HHHN)

Maintain and update on-call schedules in Amtelco and remain knowledgeable about the programming of the on-call.

Qualifications

Education / Experience :

High School Diploma or GED required

1 year of Emergency Dispatch or Switchboard Operation experience highly preferred

Skills / Abilities

Good working knowledge of the Telecomm laptop and the Incident Command System required

Strong typing / computer skills

Good listening skills

Effective communication abilities

Excellent organizational skills

Ability to troubleshoot and make decisions

Ability to interact positively with strong and demanding personalities

Ability to respond quickly in emergency situations

Ability to work in a fast-paced environment

Ability to multi-task

Salary Range

The expected base rate for this Glens Falls, New York, United States-based position is $17.25 to $22.50 per hour. Exact rate is determined on a case-by-case basis commensurate with experience level, as well as education and certifications pertaining to each position which may be above the listed job requirements.

Benefits

Glens Falls Hospital is committed to providing our people with valuable and competitive benefits offerings, as it is a core part of providing a strong overall employee experience. A summary of these offerings, which are available to active, full-time and part-time employees who work at least 30 hours per week, can be found here

Communities We Serve

Located in the foothills of the beautiful Adirondack mountains, Glens Falls is conveniently located a short drive away from the capital region and Lake George. Work at the top of your profession and jumpstart your next career here at Glens Falls Hospital!

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and / or other status protected under law.

Salary : $17 - $23

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