Switchboard Operator - Communications - PRN Varies (48019)

JOB SUMMARY:

Handles all incoming calls, overhead announcements, and monitors critical alarms. Acts as information center for visitors and patients when volunteer is not available.

SERVICE AND QUALITY STANDARDS:

• Service

Is Customer focused

Anticipates customer needs

Adheres to customer service standards

Is Competent, caring and compassionate

Treats coworkers and customers with dignity and respect

Demonstrates competent, caring and compassionate behavior to customers and coworkers

• People

Is conversation conscious

Assures confidentiality of patient and employee information

Is positive in interactions with others

Is courteous and respectful

Promotes a harassment free environment

Inspires the trust of others

Acts in accordance with hospital policies, meets the requirements of the Code of Conduct, and identifies any conflicts of interest.

• Quality

Is excellent in patient care and service

Demonstrates multidisciplinary cooperation

Assists in obtaining excellent satisfaction scores of feedback

Is safety conscious

Demonstrates safety consciousness and supports safety initiatives

Is involved with improvement efforts

Supports performance improvement

Seeks ways to improve systems and services

Shows commitment to improvement efforts

Meets mandatory educational requirements

• Growth

Is a loyal ambassador

Demonstrates commitment to hospital mission and vision

Is active and involved

Supports hospital initiatives

Champions innovation and supports change

Is a positive role model

Fosters team cooperation

• Finance

Is a good steward of hospital resources

Develops/uses efficient work methods

Is cost effective

Conserves organizational resources

JOB RESPONSIBILITIES:

• Handles all incoming calls in accordance with established policy and procedure.

• Monitors all systems and alarms and notifies appropriate staff expeditiously.

• Act as a call exchange for various on-call departments/services.

• Provides information to callers or persons in the lobby in a courteous, accurate, and expedient manner.

• Keeps current on hospital departments their function, names of department directors, and physicians.

• Makes overhead announcements as directed by policy, or Hospital Administrators or the IS Director. Announcements are clear, concise, and understandable.

• Maintains accurate log of events relating to codes and drills and submits to appropriate staff.

• Provides visitors with accurate patient location and direction and provides visitor passes for after-hours visitation.

• Distributes updated census to volunteers and chaplain's manual.

• Keeps volunteer's key and maintains a log of their use.

• Other duties as assigned.

Qualifications

EDUCATION REQUIRMENTS AND OTHER REQUIREMENTS:

Education Level:

High school diploma or equivalent.

Experience Requirement:

Switchboard experience preferred; light keyboarding experience preferred.

WORKING CONDITIONS: EXPORESURE CATEGORY III

Tasks that involve no exposure to blood, body fluids, or tissues, and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood, body fluids, or tissues. Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

PHYSICAL ACTIVTY:

NA

0-25%

26-75%

76-100%

Lift/Carry

X

Push/Pull

X

Reach Overhead

X

Climb

X

Squat/Bend/Kneel

X

Sit

X

Stand

X

Walk/Move About

X

The most significant duties have been included in this description. Other duties may be assigned and the hospital has the right to modify this job description as needed to accurately reflect assigned duties.