PBX/ANSWERING SERVICE OPERATOR

Overview

Tri-City Medical Center has served San Diego County’s coastal communities of Carlsbad, Oceanside and Vista, as well as the surrounding region for more than 60 years and is one of the largest employers in North San Diego County. Tri-City is administered by the Tri-City Healthcare District, a California Hospital District. As a full-service acute care public hospital with over 500 physicians practicing in over 60 specialties, Tri-City is vital to the well-being of our community and serves as a healthcare safety net for many of our citizens. The hospital has received a Gold Seal of Approval® from the Joint Commission showcasing a commitment to safe and effective patient care for the residents of the community. 

Tri-City Medical Center prides itself on being the home to leading orthopedic, spine and cardiovascular health services while also specializing in world-class robotic surgery, cancer and emergency care. Tri-City’s Emergency Department is there for your loved ones in their time of need and is highly regarded for our heart attack and stroke treatment programs. When minutes matter Tri-City is your source for quality compassionate care close to home. Tri-City partners with over 90 local non-profit and community organizations as part of our COASTAL Commitment initiative. Together we are helping tackle some of our communities’ pressing health and social needs.

Position Summary:

Operates a multiple-position switchboard, including handling incoming, outgoing and intra-service calls.  Communicates information in a clear and concise manner. 

 Major Position Responsibilities:

The position characteristics reflect the most important duties, responsibilities and competencies considered necessary to perform the essential functions of the job in a fully competent manner. They should not be considered as a detailed description of all the work requirements of the position. The characteristics of the position and standards of performance may be changed by TCMC with or without prior notice based on the needs of the organization.

• Maintains a safe, clean working environment, including unit based safety and infection control requirements.
• Answers telephone calls and routine inquires, making necessary connections on system. Effectively processes both PBX and Physician Answering Service calls. Processes and documents all calls through the computer system per policy and procedure.
• Handles Code calls and stat calls per established policy and procedure.
• May operate emergency radio network equipment. Records messages and checks for accuracy prior to transmission.
• Pages, locates and relays messages for physicians and hospital personnel.
• Communicates information in a clear and concise and professional manner at all times.
• Updates and maintains Physician Answering service on call log book and department logs as directed.
• Validates and documents customer complaints according to standard.
• Meets internal and external customer service expectations and promotes departmental and hospital continuous quality and performance improvement.
• Demonstrates initiative by utilizing unassigned time to complete tasks specific to the Department.

Qualifications:

• One year PBX/Call Center experience or telephone customer service experience in a high volume environment, required.  Previous experience in a hospital setting, preferred. 
• Must type accurate, efficient and effective messages on the communications computer system, required.
• Ability to answer calls promptly and accurately in a precise clear manner, required. 
• Excellent, professional and interpersonal skills and the ability to interact well with diverse groups of people, required.
• Must possess the ability to sit at a desk extended length of time, required.
• Ability to walk on varying surfaces, varying distances and sustained duration, required.
• Knowledge of basic medical terminology, preferred.
• Maintains utmost confidentiality, required.

Education:

• High school diploma or GED is required.

Each new hire candidate who is offered employment must pass a physical evaluation, urine drug screen and pre-employment background checks before starting work. 

*Salary/Hourly wage range for this position is posted.  Actual pay will be determined based on verified experience as well as internal equity.

TCHD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity/expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with a disability.