Switchboard Operator PT16 WK

Job Description

Job Description

Coffee Regional Medical Center

Switchboard Operator

POSITION SUMMARY

• Switchboard Operator answers incoming calls from single and multi-line telephone systems rapidly and efficiently; routing calls to destination without delay. The Operator serves as Communication Center for the hospital both internally and externally. The Operators greet customers, answer questions and provide directions. Operator serves as a liaison between physicians, physician office personnel and other medical facilities. Operators are responsible for facilitating hospital emergency codes, such as Code Blue or Code Red. Their aim is to positively affect the customer experience by meeting the need of the caller. The Operator must maintain detailed and accurate hospital ledgers, call schedules and files. Operator must comply with Confidentiality guidelines in accordance to CRMC policies and procedures. Must maintain regular consistent attendance, personal appearance, punctuality and adherence to applicable health and safety guidelines.

OVERVIEW

QUALIFICATIONS

A. Knowledge, Skills, and Abilities

B. Education

C. Licensure

D. Experience

E. Interpersonal skills

F. Essential technical / motor skills

G. Essential physical requirements

H. Essential mental requirements

I. Essential sensory requirements

J. Other

K. Equipment used

OTHER QUALIFICATIONS

A. Exposure to hazards (body fluid exposure level)

B. Age of Patient Populations Served

JOB SPECIFIC DUTIES AND PERFORMANCE STANDARDS

o Answers all incoming calls in a courteous and professional manner in accordance with policy and procedure.

o Obtain appropriate information and direct calls to appropriate in-house number or department.

o Maintain accurate and detailed legal logs of calls, messages, and responses from patients, employees and physicians.

o Make contact immediately under the guidelines of policy and procedure to relay messages to physicians, patients, managers, etc.

o Respond appropriately to calls from patients, on-call staff, managers, physicians, (customers), etc.

o Responsible and accountable for tasks necessary to properly identify in the patient processing system.

o Page over intercom system according to policy and procedure.

o Monitor all alarms. Announce all codes and drills in accordance with policy and procedure in a clear and accurate manner. Follow and complete all procedures according to policy and procedure during the code.

o Make timely and verbal contacts with each member of the OR call-back team. Respond to callbacks in accordance to policy and procedure.

o Maintain accurate list at switchboard on each shift for on-call personnel and physicians. Maintain neat, accurate typed list of on-call staff and information.

o Perform all functions of the hospital computer system required to identify a patient's location.

o Monitor alarms and control panels in the switchboard area and provide notification to appropriate personnel in accordance with policy and procedures.

o Use scripting policies as an effective communication tool with customers. Greet patients in accordance with the department's script policy and procedure.

o Treat patients, visitors and coworkers with respect and dignity. Assure that a patient's rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights are maintained.

o Maintain hospital disaster log. Update semi-annually.

o Maintain confidentiality of patient information to assure Patient Rights and the rights of others are protected in accordance to policy and procedure. Release information in accordance with established privacy guidelines.

o Assist with maintaining cleanliness, safety and security of the PBX area.

o Must keep abreast of current regulatory requirements, including all state, federal and JCAHO regulations. Adhere to external agency regulations.

o Assist in orientation and training of new staff members. Able to help evaluate new staff member for readiness to fulfill job duties independently.

o Develop and maintain a good working rapport with coworkers and other departments / offices. Operates in harmonious relationship with all team members. Must be an effective team player.

o Refill supplies in copier, printer, and fax machines at end of each shift.

o Promote positive hospital image. Demonstrate fair, equitable, positive, and respectful behavior to coworkers and other agencies.

o Orient and mentor new staff members.

o Follow proper chain of command for issues, complaints, etc.

o Perform any other task requested from Supervisor or Management in a willing and positive manner.