What are the responsibilities and job description for the Switchboard Operator, Service Response Center position at Wake Forest Baptist Health?
SCHEDULE:
Full time, 11am to 7pm and rotate every other weekend for a total of 40 hours per week,
JOB SUMMARY:
Provides a wide range of services to patients, hospital employees and staff, and the public including answering and routing switchboard calls, updating telephone and pager numbers in the switchboard software, and maintaining on-call schedules. Provides backup coverage for the Customer Service Representatives in the Service Response Center by receiving and dispatching service requests. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. The Service Response Center is a customer service department and is committed to providing excellent customer service to all of our customers.
EDUCATION/EXPERIENCE:
- High school diploma or GED equivalent
- Two years' experience in a direct consumer service role with demonstrated ability to resolve problems under stressful conditions.
- Experience in handling a high volume of calls in a stressful environment preferred.
- Previous experience working in a medical environment preferred.
ESSENTIAL FUNCTIONS:
- Provides excellent customer service by answering calls in a courteous, respectful and professional manner. Identifies callers' needs by soliciting information to handle requests efficiently. Takes initiative to address callers' concerns and complaints.
- Provides after-hours answering service for internal clinics. Gathers information related to a patient?s needs in an accurate and timely manner. Pages the on-call physician to relay information based on guidelines.
- Stays abreast of changes on multiple campuses, including main campus, Lexington, Davie and West Campus since the switchboard handles calls for all of the Health System facilities. Maintains the switchboard database to reflect changes in the telephone and pager numbers.
- Updates on-call schedules as requested. Follows up with clinical departments related to schedule discrepancies and missing data.
- Assists Pathology by acting as a third-party witness to sensitive after-hours discussions with family members related to autopsies. Records the discussion and provides the physical copy of the recording to Security to meet documentation requirements.
- Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems. Contacts service department's management personnel as needed to escalate unanswered service requests following SRC's approved guidelines.
- Performs other related job duties as assigned.
SKILLS/QUALIFICATIONS:
- Clear and calm telephone-speaking voice
- Excellent interpersonal skills
- Basic computer skills
- Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions
- Typing minimum of 45 words per minute
