Switchboard Operator, days and evenings, every other weekend

SWITCHBOARD OPERATOR

JOB SUMMARY:

The Switchboard Operator I is responsible for answering incoming calls into the hospitals main telephone line, answering service phone lines, and internal hospital operator phone lines. The Operator will assess the needs of the caller and utilizes protocols to answer questions of the caller, transfer the caller to the appropriate destination, transcribe a message, send a page, or facilitate other types of communication. The Operator will monitor and prioritize the internal hospital emergency phone line, radio, and all alarms. The Operator will effectively and tactfully carry out emergency response protocols. Operator will overhead page as required. The Operator will assist with compilation of on call schedules. The Operator may be expected to assist with other clerical and patient access tasks including but not limited to receiving and routing of incoming faxes, scanning documents, and registration/insurance information entry and verification.

PRE-REQUISITES:

Education: High school diploma or equivalent required.

Experience: Prior customer service experience preferred. Experience in medical office/hospital setting preferred, but not required.

Other Skills: Must be detail oriented, organized, be able to handle multiple tasks and responsibilities and prioritize appropriately, be able to remain calm under pressure and have strong communication skills to communicate with people in a professional and tactful manner.

RELATIONSHIPS:

Reports To: Patient Access Supervisor

Supervises: N/A

Other Contacts: All hospital staff, patients, providers and their office staff, EMS personnel, patients, family, public

SCOPE:

Machinery or Equipment Used: Multi-line phone system, emergency radio, electronic paging system, basic office equipment, computer

Physical Demands: Manual dexterity, Mostly sedentary work

Working Conditions: Handles emergency and/or crisis situations, subject to many interruptions. Occasional pressure due to multiple incoming calls. The majority of the time the switchboard is staffed with one employee.

Required Protective Equipment: As the situation dictates

ESSENTIAL FUNCTIONS:

1. Communication Functions

• Answers incoming calls into the hospitals main telephone line, answering service phone lines, and internal hospital operator phone lines.

• Assesses the needs of the caller and utilizes protocols to answer questions of the caller, transfer the caller to the appropriate destination, transcribe a message, send a page, or facilitate other types of communication.

• Communicates with patients, team members, the public, and management in an accurate and timely manner evidenced by, talking with and listens to patients/team members, reporting pertinent and concise information, and protecting confidentiality of patient/colleagues.

• Applies critical thinking skills and considers alternatives by organizing multitask workload and high priority calls and alerts, prioritizing tasks/work, seeking assistance when required, collecting/integrating data from multiple sources.

• Utilizes the daily log communication tool in a legible, and understandable format to ensure effective communication between hospital operators.

• Assists in maintaining up to date information in rolodex for quick reference.

2. On Call Scheduling Functions

• Maintains call list in an accurate and legible manner to ensure highest level of emergency preparedness and customer service. Double checks the list at the to ensure accuracy.

• Distributes call schedule accordingly to hospital users as required.

• Communicates with physician and non-physician call schedulers to obtain up to date call information and completed schedules.

• Receives information about changes to on call coverage, and documents changes accurately.

3. Emergency Response Functions

• Monitors and prioritizes internal hospital emergency phone line, radio, and all alarms.

• Effectively utilizes protocols, critical thinking, and effective judgement to respond to all emergencies, and alarms.

• Completes overhead paging as required, speaking clearly, and utilizing scripting when appropriate.

• Accurately completes and files emergency response checklist as required to ensure consistent and highly reliable emergency response.

4. Clerical/Patient Access Functions:

• Completes timely scanning of patient documents into electronic record.

• May be cross trained in the processing of incoming faxes to include, monitoring incoming fax buckets, reviewing documents, and accurately routing/uploading documents based on protocols.

• May be cross trained to complete reference lab registrations to include entry of registration/insurance information, insurance verification, and order scanning.

• Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with organizational quality assurance policies.

• Completes registrations to meet department accuracy and error resolution key performance indicator standards by maintaining >90% Final Accuracy and >75% Error Resolution.

• Demonstrates compliance with specified insurance requirements.

5. Other Job Duties

• Manages self and resources effectively

• Acknowledges limits of experience and capability

• Identifies learning needs and seeks resources

• Utilizes equipment, systems and supplies appropriately

• Maintain clean, orderly environment of care

• Seeks out and accepts feedback

• Attends at least 50% of monthly staff meetings