Operator

Overview

The Switchboard Operators are responsible for answering incoming calls to all 5 hospital and determining the appropriate resolution.  The Operator responds to all internal and external switchboard calls in a timely, courteous and positive manner; forward calls appropriately, contacts requested physicians and staff and communicates messages; responsible for monitoring a variety of alarm systems; notifies outside public agencies of messages, alarms, codes, emergencies as per policies/procedures; provides answering service to a variety of agencies after hours and on weekends; completes all other duties under the direction of the Manager, Call Center. 

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Qualifications

Education:

• High School diploma required. 

Experience:

• Experience in telephone operations, communications, Call Center, customer service or related environment required. Ability to multitask in a fast pace environment. Proficient working with technology and possess a problem solving aptitude.

Other Knowledge/Skills/Abilities:

• Exceptional customer service, active listening, and verbal and written communication skills, professional demeanor.
• Knowledge of all tasks performed in the Call Center necessary to provide optimum internal and external customer satisfaction and provide the opportunity for one call resolution. 
• Demonstrates superior patient relations and interpersonal skills; Requires ability to work with diverse people and deal effectively with angry and/or upset customers
• Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate 1 call software, and other required applications/systems. Must be able to use a multi-function phone system.
• Must demonstrate detail orientation, critical thinking, and problem solving ability. Process calls according to given situation.
• Must demonstrate excellent oral and written communication and customer service skills, with ability to maintain a calm and professional demeanor in high stress situations.
• Demonstrated ability to remain flexible, and consistently exercise sound judgment and initiative in very stressful situations.
• Ability to effectively manage competing priorities and work independently in a rapidly changing environment.

Responsibilities

• SAFETY: Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely.  I prevent defects and delays.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.