MHN PBX Operator Supervisor

Under the direction of the MHN Director of IS Service Management or authorized designee, the PBX Operator Supervisor is responsible for the efficient and courteous operation of the switchboard. Duties include handling incoming, outgoing and interoffice calls, assisting in the training of new attendants in the proper use of the switchboard equipment, using intercom equipment.

Responsibilities :

• Trains staff in the proper operation of the PBX console to provide for proper answering and disposition of incoming calls and necessary assistance with outgoing calls.
• Provides detailed inservices to PBX Attendants on proper emergency response policy and procedures. Provides all Communication employees with information on how to respond to different types of emergencies.
• Appraises and counsels Communication employees in regard to performance, conduct, attendance, and other related matters. Initiates and participates in employee evaluation program.
• Discusses and settles individual problems or grievances or refers them through appropriate channels to proper authorities for further action.
• Reports to Director of I.S. or authorized designee, unresolved problems relating to staffing, morale, scheduling, work methods, procedures, salary adjustments, discipline, safety and other actions regarding assigned personnel.
• Interviews and selects personnel for work in the Communications Service.
• Evaluates performance and initiates and / or makes recommendations for personnel actions such as wage increases, promotions, transfers, and disciplinary action.
• Assists in developing, directing and / or reviewing the orientation training program for new employees and continuing education programs for assigned personnel.
• Answers all telephone calls which come through the switchboard.
• Keeps in-house phone directory up to date in Q & A database.
• Keeps PBX policies and procedures in Q & A database.
• Helps keep all Medical Center phone extensions in Q & A database.
• Disposes of the incoming call, making the extension connection requested or giving information of the type permissible to pass on to the public.
• Handles long distance telephone calls in such a way that no unauthorized call is charged to the Medical Center, records outgoing long distance calls.
• Pages doctors, sisters and employees for location to receive calls or to respond to inside departments which need their immediate response.
• Executes emergency procedures as set forth in the Medical Center's Fire and Disaster Manuals and the Bomb Threat Procedure in order to minimize the effect of such emergencies.
• Announces Fire and Disaster drills and in doing this, follows the procedure as it is outlined in the manuals. Notify the Fire Department of fire drills when requested.
• Announces inservices and other events to remind personnel of their occurrence.
• Announces the beginning and end of fire or disaster drills over the intercom.
• Assists in training new PBX Attendants to handle incoming and outgoing telephone calls quickly and efficiently and according to any established rules and regulations.
• Schedules PBX Attendants in order to provide prompt, courteous, uninterrupted, 24-hour coverate of the PBX console.
• Monitors the lighting in the front lobby, the main entrance and outside canopy.
• Cuts off incoming calls to patients' rooms from 10 : 00 pm to 7 : 00 am to provide undisturbed rest for the patient.
• Maintains time and attendance in the Kronos system.
• Performs maintenance to update the e-directory.
• Maintains confidentiality.
• Performs other duties as required or assigned.
• Reports on the job as scheduled.
• Follows all standard safety precautions.
• Follows the standards of conduct and policies and procedures of St. Mary's Medical Center and applicable laws and regulations and reports violations through the appropriate chain of command.
• Annually completes required competency assessments.
• Utilize appropriate measures to promote and maintain patient safety.
• Makes decisions which include using the age of the patients treated when appropriate.
• Demonstrates knowledge of operation to include but not limited to the required unit specific equipment / procedures.
• Demonstrates knowledge of on-going unit specific performance improvement activities.

Reports to : MHN Director of IS Service Management

Supervises : SMMC PBX Operators

Education : High School graduate or equivalent.

Experience : Previous switchboard experience helpful.