Night Shift PBX Operator

Under the direction of the Supervisor/Manager, the PBX Operator is responsible for answering and redirecting calls for the Hospital, providing general information, phone numbers, and department locations to achieve departmental goals in a courteous, professional, accurate, and timely manner. The PBX Operator demonstrates excellent and compassionate service, problem-solving skills, the ability to remain calm under pressure, and a commitment to customer satisfaction.

Responsibilities

• Deliver and provide excellent customer service.
• Actively support MHS initiatives and department performance improvement activities (meetings, employee engagement surveys, education, and training).
• Demonstrate appropriate expertise and proficiency using the PBX paging system (Interactive Intelligence) and the security radio.
• Answer and direct calls timely and professionally; provide general information such as phone numbers and locations as required.
• Understand and follow all emergency codes and alarm paging protocols; perform paging functions accurately and timely.
• Work with Security in handling emergency situations professionally.
• Avoid HIPAA violations by correctly selecting patients in Epic and registering them accurately using two patient identifiers.
• Maintain excellent customer service with colleagues, physicians, patients, and visitors; foster effective working relationships.
• Adhere to and support MHS initiatives, department workflows, improvements, and standard work.
• Participate in department-specific performance improvement, staff meetings, and projects (e.g., Employee Engagement survey, service excellence).
• Assist with improving the employee engagement action plan and scores.
• Maintain proficiency in the Interactive Intelligence system, fire panel, and security radio.
• Perform overhead and pager system paging functions accurately and expediently.
• Assist Security in handling all emergency situations cooperatively and professionally.
• Document all emergency codes timely and accurately in the code book.

Requirements

• Six (6) months or more of phone experience answering calls or as a phone operator in a hospital or call center (preferred).
• Effective and clear verbal and written communication skills.
• Strong customer service skills and a positive work ethic.
• General computer skills, including electronic medical records and Microsoft Office.
• Knowledge of medical terminology.
• Ability to train and orient new staff.
• Reliable attendance and adherence to MHS time and attendance policy.
• Ability to interact positively and constructively with others.
• Ability to prioritize and multitask.

Preferred Qualifications

• Bilingual (English/Spanish or English/Vietnamese).
• Hospital admitting experience.
• High school graduate (preferred).
• Medical terminology knowledge (a plus).

Skills

• Customer service
• PBX phone systems
• Answering phones

Schedule

Graveyard Shift: Wed, Thu (off), 11:00 PM – 7:30 AM Fri – Tue.

Pay

The pay range for this position is $25.00 - $25.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Workplace Type

This is a fully onsite position in Long Beach, CA.