PBX Operator I

About the role

This position will answer phones in a professional manner for the hospital. Will be responsible for accurately transferring incoming calls, making overhead announcements, assisting with computer work and admitting processes. Will cross-train to assist as a mailroom clerk.

Responsibilities

• Operate hospital-wide communications systems, including clear paging, beeping and knowledge of emergency equipment.
• 80% accuracy on paging and beeping hospital personnel and emergency codes, and on NCR printers.
• Being cheerful and informative in communicating with the public, patients, employees and medical staff while working in a fast paced, intense environment while remaining calm.
• Aware of all hospital functions and stays updated in order to answer questions. 80% accuracy in answering questions.
• Keeps informed and updated on changes in hospital policies and procedures and new staff 80% of the time.
• Ability to operate security base station radio to dispatch officers to correct locations. Responding to security radio accurately and in a timely fashion 90% of the time.
• Maintains and completes various dispatch forms, log books on codes and hospital information and checklists for HEAR Radio base station daily. Accuracy 85% of the time.
• Professional Conduct Employee has the willingness and ability to perform additional duties and responsibilities in different areas of the department on an as-needed basis or as determined by management.

Requirements

• No more than 2 written substantiated complaints representing a breach of policy, procedure or professional behavior since last evaluation.
• Demonstrates the philosophy of team concept.
• Participates in staff meetings with suggestions that enhance the work environment and increase productivity.
• Communicates well with supervisor reporting problems with equipment, supplies. Requests assistance as appropriate.
• Maintains confidentiality as related to job responsibilities.
• Exhibits willingness to resolve problems as they arise.
• Consistently projects positive professional image through appearance and behavior.
• Attends 75% of staff meetings or reads and initials minutes.
• Completes assigned work within shift.

Guest/Interdepartmental Relations

• All interactions are conducted in a professional manner.
• Verbal and written feedback from patients, family members/significant others, medical staff, visitors and co-workers indicates behavior conducive to positive guest relations.
• Consistently exhibits appropriate phone protocol (e.g., answers phones promptly, is courteous and helpful).
• Consistently contributes to the team effort (e.g., assists co-workers when need is observed or upon request, offers constructive suggestions rather than complaints).
• Consistently displays cheerful and positive attitude.

Professional Growth and Development

• Completes annual safety updates within established time frames.
• Completes general and departmental orientation within established time frames.
• Attends 80% of in-service programs.
• Maintains licensure/certification as appropriate.

Performance Improvement

• Consistently strives to understand, anticipate and meet the needs, expectations and satisfaction levels of patients and other "customers".
• Errors, inefficiencies and inaccuracies are brought to management's attention with suggestions for improvement.
• Develops innovative solutions to departmental problems.
• Identifies and implements methods of controlling costs or generating revenue while providing maximum value to both the patient/customer and the hospital.
• Maximizes efficiency in all departmental operations.
• Makes progress against quality goals.