Switchboard Operator I

Description

JOB SUMMARY 

The Doctors Call Center (DCC) provides centralized communication support 12 hours per day, 7 days per week for the organization and designated outside clients. The Switchboard Operator I is responsible for accurately routing incoming and outgoing calls, contacting providers and designated personnel, processing consult calls and after-hours patient calls, coordinating emergency and priority communications, and supporting communication, safety, and operational functions in accordance with established policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handles incoming and outgoing telephone communications, accurately routes calls to providers, departments, staff, and other appropriate parties; provides general information regarding office hours, locations, directions, and telephone numbers.
• Receives, documents, and processes consult calls and after-hours patient calls, contacting the appropriate on-call provider in accordance with established call schedules, departmental procedures, and provider-specific instructions.
• Coordinates emergency and priority communications, including Manned Response Team (MRT) calls, emergency codes, 911 calls, elevator emergencies, ER and STAT calls, and other urgent situations; initiates appropriate notifications, connections, and conference calls in accordance with established procedures.
• Utilizes established paging systems to contact providers and designated personnel in accordance with departmental procedures and established instructions.
• Maintains accurate and current DCC reference information by incorporating provider, on-call schedule, and other operational updates as they are received and communicating relevant changes to the DCC team.
• Monitors designated fire alarm panels and respond to elevator communications in accordance with established safety and escalation procedures.
• Completes and maintains accurate Message Logs and other required documentation in accordance with established departmental procedures.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold the organization’s Purpose, Values, and Vision.
• Abide by the organization’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is a high school diploma or GED.

KNOWLEDGE, SKILLS AND ABILITIES

• Effective customer service, interpersonal, verbal, and written communication skills, with close attention to detail.
• Professionalism, integrity, and adaptability in carrying out assigned responsibilities and responding to changing operational needs.
• Computer proficiency and the ability to learn and effectively utilize new applications, equipment, and processes.
• Effective listening skills and the ability to accurately receive, understand, and communicate information.
• Dependability, accountability, and effective organizational skills in carrying out assigned responsibilities.
• Ability to effectively prioritize and manage multiple tasks in a fast-paced environment with frequent interruptions.
• Sound judgment and the ability to make appropriate decisions within established procedures with minimal supervision.
• Ability to remain calm and professional while effectively responding to emergencies, urgent matters, and other high-pressure situations.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/4 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (sitting, bending, and reaching) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.    

WORK ENVIRONMENT

• Call Center/Dispatch office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.  
• May be required to work extended hours to meet department needs.