Service Response Center Switchboard Operator

Full-time position, 40 hours per week. Schedule: Monday - Friday, every other weekend and holiday, 7:00 AM - 3:30 PM.

About the role

Provides a wide range of services to patients, hospital employees and staff, and the public including answering and routing switchboard calls, updating telephone and pager numbers in the switchboard software, and maintaining on-call schedules. Provides backup coverage for the Customer Service Representatives in the Service Response Center by receiving and dispatching service requests. This position is severe weather critical and may require working a flexible schedule including days, evenings, nights, weekends, and holidays.

Responsibilities

• Provides excellent customer service by answering calls in a courteous, respectful and professional manner. Identifies callers' needs by soliciting information to handle requests efficiently. Takes initiative to address callers' concerns and complaints.
• Provides after-hours answering service for internal clinics. Gathers information related to a patient’s needs in an accurate and timely manner. Pages the on-call physician to relay information based on guidelines.
• Stays abreast of changes on multiple campuses, including main campus, Lexington, Davie and West Campus since the switchboard handles calls for all of the Health System facilities. Maintains the switchboard database to reflect changes in the telephone and pager numbers.
• Updates on-call schedules as requested. Follows up with clinical departments related to schedule discrepancies and missing data.
• Assists Pathology by acting as a third-party witness to sensitive after-hours discussions with family members related to autopsies. Records the discussion and provides the physical copy of the recording to Security to meet documentation requirements.
• Receives and dispatches a variety of service requests related to Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment. Stays abreast of process and personnel changes in these departments to ensure accurate handling of calls. Documents thoroughly in appropriate software systems. Contacts service department's management personnel as needed to escalate unanswered service requests following SRC's approved guidelines.
• Performs other related job duties as assigned.

Requirements

• High school diploma or GED equivalent with two years' experience in a direct consumer service role with demonstrated ability to resolve problems under stressful conditions.
• Experience in handling a high volume of calls in a stressful environment preferred.
• Previous experience working in a medical environment preferred.

Skills

• Clear and calm telephone-speaking voice
• Excellent interpersonal skills
• Basic computer skills
• Ability to maneuver several computer software systems simultaneously to access data and to document data related to interactions
• Typing minimum of 45 words per minute

Work Environment

• Clean, well-lit, comfortable environment
• Subject to interruptions
• Subject to stressful situations
• Moderate noise environment

Physical Requirements

• Sitting: 65% to 100%
• Standing: 0% to 35%
• Walking: 0% to 35%
• Bending: 0% to 35%
• Reaching with arms: 0% to 35%
• Finger and hand dexterity: required
• Talking: required
• Hearing: required
• Seeing: required
• Lifting, carrying, pushing and/or pulling up to 20 lbs. maximum

Pay

Pay range: $20.80 - $31.20 per hour.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance