Under the direct supervision of the Switchboard Supervisor, provides hospital telecommunication service through the operation of a telephone console and support equipment to route incoming and outgoing calls through the use of telephones, pagers, visual paging system, radio or computer to connect communication between visitors, callers, staff, patients, and patients families. May maintain records related to telecommunications (e.g. long distance phone calls, on-call employees, pages). Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.
Problem solves pager issues for resident staff. Evaluates complaints and determines corrective action. Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
Duties and Responsibilities:
1 Answers incoming calls quickly, efficiently and professionally. Treats callers as customers, with respect, dignity and politeness. Provides public information.
2 Pages Nursing Supervisor in-house for calls which require Supervisor interaction.
3 Reassigns residents pagers as requested to ensure all pagers are forwarded to the on-call resident.
4 Verifies that monitoring equipment and paging terminal are functioning properly at all times.
5 Responds to emergency calls such as heart arrests, trauma and fire following established procedures and protocols.
6 Maintains logs of all emergency calls for nurse reporting.
7 Announces specified Hospital Code calls. Alerts the appropriate personnel following established policies and procedures.
8 Maintains on-call lists and contact persons needed in accordance with Hospital policy. Responds appropriately to requests for on-call staff.
9 Use Amcom on-call portal for on-call schedules.
10 Sends out operator notes with all last minute changes to schedules.
11 Takes physicians phone calls and gives them the messages. Activates physicians pagers.
If assigned to York Hospital Switchboard:
12 Answers calls for Gettysburg Hospital during emergency situations such as codes. Answers for the Gettysburg operators breaks daily, weekends and holidays, as well as during shift changes.
13 Answers calls for WellSpan Surgical & Rehabilitation Hospital as needed.
14 Maintains log of all calls for Bio-Med after hours.
15 Monitors closed circuit security system for IROB building.
If assigned to Gettysburg Hospital Switchboard:
16 Secures departmental keys and ensures that staff sign for keys they are asking to use.
17 Pages Nursing Supervisor in-house for calls which require Supervisor interaction.
18 Contacts Crisis Intervention for patients.
19 Monitors security screen for code pinks and other security issues.
20 Participates in testing Code Blue from Operating Room every week.
21 Maintains car keys for valet parking after hours.
High School or G.E.D.
Previous switchboard experience is preferred.
Wellspan Health System