PBX Operator/Dispatcher (PRN)

JOB SUMMARY

Operates STHS’s telephone switchboard, answers calls, and routes telephone requests. Performs overhead pages for notifications, announces codes, directs responders, and monitors hospital security, fire, and maintenance systems’ alarms. Serves as information desk to provide general information for patients and employees. Monitors Maintenance and Security VHF/UHF radio communications and dispatches hospital staff to locations. Notifies “911” and emergency services to assist with routing first-responders to specific locations. Routinely performs as a member of the Information Systems helpdesk support team for afterhours troubleshooting and computer network support. This task includes providing Helpdesk customer service support for password resets, outages, and minor computer issues. Create & distribute hospital rosters and other clerical duties. Provide afterhours On-Call services for Home Health and Hospice departments and coordinates communications between patient, families, and medical staff. Performs miscellaneous duties as assigned by Lead Operator, Supervisor, or Director. Work in a fast-paced office while handling stressful situations.

MINIMUM QUALIFICATIONS

• Must be a High School graduate or equivalent.
• Associate degree in Communications, Information Technology, Telecommunications, or a Health-related field is preferred.
• Experience demonstrating professional verbal and written communications skills with proper spelling and grammar is required.
• Must have computer typing skills, firm knowledge of computer concepts, computer logic, and understanding of PC hardware and software.
• Excellent customer services skills, good judgement, and problem-solving ability required.
• Previous switchboard experience is preferred.
• Ability to effectively communicate during emergency or crisis situations in a calm professional manner.
• An understanding of medical terminology and previous customer services experience in a healthcare environment is preferred.
• Experience demonstrating confidence with public broadcast systems to include overhead paging notifications is preferred.
• Experience in telecommunications, emergency management, or “911” dispatch is preferred.
• Good verbal and public relations skills demonstrating excellent listening and reasoning skills.

PHYSICAL DEMANDS

• Must possess good physical health.
• Some requirements include but are not limited to standing, sitting or walking for long periods of time.
• Lifting up to 10 pounds is required.
• Physical Effort required: Constant (67% - 100%) – handling/feeling, talking, hearing, seeing
• Frequently (34%-66%) - reaching
• Occasionally (1%-33%) - lifting, carrying, pushing/pulling, stooping and crouching