Switchboard Operator - Beacon Health System : Job Details

Reports to Manager of Telecommunications. Operates clinic switchboard, provides routine information, and directs calls to appropriate area. MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Answer Calls

• Answers all internal and external calls in a friendly, courteous manner and routes them efficiently to the proper area.
• Follows regulations and guidelines for HIPAA for release of patient information.
• Provides coverage for the Information Desk after hours and weekends.

Paging

• Uses the public address system, as needed, to relay information to physicians, staff, visitors, and patients.
• Utilizes the in-house pager system whenever possible to minimize the use of the public address system.
• Accesses digital beepers to contact on-call staff upon request (i.e. Info Systems, Emergency on call staff, etc.) and monitors return call time frames.
• Completes all 'STAT' pages immediately upon request.

Other Responsibilities

• Issues all hospital codes according to hospital policy and procedure.
• Immediately responds to all alarm systems, currently monitored at the switchboard location, according to hospital policy.
• Monitors CBX and paging systems for shutdowns or repair needs.
• Reprogram beepers as requested.
• Instructs patients and staff on use of hospital phone equipment, placement of calls, etc.

Records/Documentation

• Maintains and updates listings of physician identifier numbers, beeper, and phone numbers.
• Maintains accurate list of in-house beeper assignments.
• Assists in updating listings for hospital-wide distribution.
• Keeps accurate shift log and passes on pertinent information to the relief person.
• Keeps an accurate record of on-call personnel for areas directly contacted by switchboard and of on-call physicians.
• Operates Call Detail Recording for patient information needed to route calls, physician census, and physician location.
• Contribute to the overall effectiveness of the department
• Completes other job-related duties and projects as assigned.

ORGANIZATIONAL RESPONSIBILITIESAssociate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are acquired through the successful completion of a high school diploma or equivalent is preferred. Must be a minimum of 17 years of age. Previous switchboard experience is preferred.

Knowledge & Skills

• Periodic ability to perform STAT runs is also necessary.
• Alert, quick-thinking with the ability to adjust rapidly to ever changing conditions is also important in this position.
• Familiarity with switchboard console, CRT, digital beepers.
• Knowledge of all code policies; the fire panel, and all security and engineering alarms currently in use in the switchboard areas.

Working Conditions

• Be able to tolerate background noise and still concentrate.

Physical Demands

• This job requires one to sit for long periods of time.
• There are rare occasions for moderate lifting.