Switchboard Operator

Job Description:

A Brief Overview

Responsible for processing inbound and outbound calls, directing the general public, making overhead announcements, monitoring video surveillance, monitoring critical alarms, and processing emergency medical codes.

What you will do

• Handle large amounts of inbound and outbound calls in a timely manner.
• Identify customer needs, clarify information, research, and provide solutions and/or alternatives.
• Follow communication scripts for various call scenarios, alarms, and emergency codes.
• Skillfully change from one task to another without loss of efficiency or composure.
• Actively participate in efforts to support customer satisfaction and maintain quality.
• Effectively communicate with patience and understanding.
• Remain positive and professional in all internal and external interactions.
• Communicate clearly, calmly, and professionally utilizing overhead paging system to communicate emergencies and general information.
• Inform appropriate resource of any trouble lines reported by personnel.
• Must maintain a working knowledge of hospital switchboard, phone system, and associated programs.

Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License/Certification, or Work Experience:

• High School or GED Equivalent or 1 year related experience/training or equivalent combination of education and experience.

Expectations and Standards

• Commitment to the daily application of Avera’s mission, vision, core values, and social principles to serve patients, their families, and our community.
• Promote Avera’s values of compassion, hospitality, and stewardship.
• Uphold Avera’s standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.