Switchboard Operator - 40 Hours Rotating Shift

Operates a telephone switchboard console to process all incoming and outgoing calls by performing all console functions. Complies with all North Shore Medical Center policies and code of business conduct. Exemplifies the values of The North Shore Medical Center and its mission and values. Respects the privacy of all and adheres to all HIPAA regulations

Job Specific Responsibilities:

• Receives, transfers and places calls using appropriate telephone etiquette for The North Shore Medical Center.

• Assist hospital personnel, physicians and patients with the proper use of telephone operation.

• Respond quickly and appropriately to situations, follows designated procedures related to Code Blue, Code Red, Trauma Alerts, PCI call and all other emergency alarms and codes or disaster incidents as indicated for the Medical Center.

• Respond quickly to code phone.

• Demonstrate an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.

• Has basic computer skills including Outlook email accounts and keyboarding functions.

• Is proficient with the use of Teledesk and HIS.

• Has full knowledge of Operator's Resources and Telecommunications Web Collection.

• Has knowledge of Partners pagers, programming new and exchange pager units, basic pager functions, group paging, status change, back up paging and is able to carry out each use.

• Has knowledge of Telephone Disaster Recovery System and can implement.

• Has knowledge of emergency contact information as both a back up for call flow and to ensure services are restored.

• Has knowledge of Partners radios, Security and Facilities radios, MHA Nextel radios and all other emergency communication devices at the switchboard and is able to carry out each use.

• Informs supervisors, managers and/or vendors of utilities and telecom outages.

• Has knowledge of tie lines for all off-site facilities.

• All full-time equivalent and part time benefit positions maybe required to work a bi-weekly weekend scheduling rotation.

• All full-time, part time and per diem employees are required to work a rotating holiday department schedule.

• Has full knowledge of operators resources and telecommunications website

• Performs all other duties as assigned or requested by supervisor or director. Customer Service Responsibilities:A strong emphasis will be placed on customer service by all staff. This will include continuous training for all staff so all are proficient handling all calls.

• Position involves reasoning, observing, problem solving, quick response, operating, directing, reading, interpreting, planning, remembering, controlling and understanding.

• During code/emergency events, quick appropriate response is required to reset or interrogate alarm panels and radio consoles.

Switchboard background on multi line telephone console preferred. Keyboard skills desired.

Previous switchboard and/or customer service experience preferred

High School diploma or equivalent is required.