What are the responsibilities and job description for the Switchboard Operator position at Wilkes-Barre General Hospital?
Job Summary
The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers.
Essential Functions
- Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
- Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
- Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
- Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
- Coordinates communication for emergency codes and disasters, ensuring timely notifications to on-call and rapid response staff as needed.
- Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
- Provides instructions to patients for accessing external operators for long-distance calls and assists with any other general inquiries.
- Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
- Performs other duties as assigned.
- Complies with all policies and standards.
Qualifications
- Other vocational or specialized training preferred
- 0-2 years of experience in customer service, call center, or healthcare setting required
- 1-2 years of switchboard experience preferred
Knowledge, Skills and Abilities
- Proficient in operating switchboard or telecommunications equipment.
- Excellent verbal communication and customer service skills.
- Ability to manage high call volumes in a calm and professional manner.
- Strong organizational skills with attention to detail.
- Capable of handling emergency communication processes effectively.
- Knowledge of hospital policies, codes, and procedures is a plus.
