BH Switchboard Operator

GENERAL SUMMARY :

Responds to caller questions and dispatches callers (internal and external) to appropriate extension, pager or cell phone.

Interfaces with clinic personnel, physicians, patients, family members, visitors and outside agencies.

PRINCIPAL JOB FUNCTIONS :

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. Opens and closes switchboard for calls for Cardiology, Vascular and CT Surgery.

3. *Answers all incoming calls and forwards callers to the proper party; obtains and relays accurate messages in a timely manner;

retrieves messages and forwards to appropriate provider or staff member.

4. *Uses interpersonal skills to present a professional image and communicate effectively in person and via phone or email.

5. *Effectively manages calls from providers both internal and external to Bryan Heart and strives towards exceptional customer service in all interactions.

6. *Uses the electronic medical record to task nursing staff with appropriate caller information, identifying which critical information can be sent as a task and which ones are urgent requests that cannot wait.

7. *Performs a variety of clerical duties as needed.

8. Announces emergencies in accordance with clinic protocol.

9. *Accurately screens, identifies and places incoming and outgoing calls.

10. *Performs overhead paging accurately and clearly but only as necessary to limit disruptions and unnecessary noise in the clinic.

11. Responsible for providing informational services to the public, staff, patients, families and visitors.

12. Serves as a front line public relations representative, ensures smooth communications, and interfaces between physicians, staff, and patients.

13. Responsible for the development of the weekly Switchboard Provider Landscape and updating other informational documents specific to Switchboard.

14. Responsible for assisting with the training of new Switchboard team members.

15. Serves as backup for office mail pickup and delivery

16. Serves as a backup for reception.

17. Performs other related projects and duties as assigned.

Essential Job functions are marked with an asterisk *. Refer to the Job Description Guide for the definition of essential and non-essential job functions.

Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES :

1. Knowledge of general reception and office procedures.

2. Knowledge of customer service principles and techniques.

3. Skill in operating office equipment including a personal computer, phone, switchboard console, pagers, printer and fax.

4. Skill in efficiently operating a multiline switchboard.

5. Ability to establish and maintain effective working relationships with all levels of personnel including medical staff.

6. Ability to provide excellent customer service by pleasantly dealing with all callers and effectively serving as one of the primary clinic touch points.

7. Ability to respond to stressful / emergency situation in a calm and effective manner.

8. Ability to remember names of Bryan Heart staff and their related phone / extension / pager numbers.

9. Ability to organize and maintain filing systems.

10. Ability to prioritize work demands and work with minimal supervision.

11. Ability to communicate effectively both verbally and in writing.

12. Ability to exercise courtesy and professionalism in receiving office callers and visitors.

13. Ability to multitask and maintain composure in a busy environment.

14. Ability to maintain confidentiality of patient information.

15. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE :

High school diploma or equivalency required. Knowledge of medical terminology desired. Minimum of one year prior reception / switchboard experience in a clinic or hospital setting required.