Service Response Center Switchboard Operator

About the role

Join our Service Response Center team as a Switchboard Operator, where you’ll serve as a vital communication hub connecting patients, healthcare staff, and the broader community. In this role, your ability to multitask, communicate clearly, and remain calm under pressure will directly support patient care and hospital operations.

Responsibilities

• Answer and route incoming calls in a courteous, respectful, and professional manner while identifying and addressing callers’ needs efficiently.
• Provide after-hours answering services for internal clinics, accurately collecting patient information and paging on-call physicians according to established guidelines.
• Maintain and update switchboard systems, including telephone and pager information, across multiple campuses (main, Lexington, Davie, and West Campus).
• Manage and update on-call schedules, proactively following up with departments to resolve discrepancies or missing information.
• Serve as a third-party witness during sensitive after-hours discussions, documenting and submitting recordings per protocol.
• Receive, coordinate, and dispatch service requests for Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment.
• Escalate unresolved or delayed service requests to appropriate management following Service Response Center procedures.
• Enter and maintain accurate documentation across multiple software systems while navigating high call volumes.
• Stay informed of operational, staffing, and process changes across departments to ensure accurate call handling and service coordination.
• Perform additional duties as assigned to support overall Service Response Center operations.

Requirements

• A high school diploma or GED.
• Minimum of 2 years of experience in a direct customer service or consumer-facing role.
• Demonstrated ability to resolve issues effectively under stressful conditions.
• Experience handling high volumes of calls in a fast-paced environment preferred.
• Prior experience in a healthcare or medical setting preferred.
• Strong communication skills with a clear, calm, and professional telephone presence.
• Excellent interpersonal and problem-solving abilities.
• Basic computer proficiency, including the ability to navigate multiple systems simultaneously.
• Typing speed of at least 45 words per minute.
• No licensure or certification required.

Qualifications

• Education: High school diploma or GED.
• Experience: Minimum of 2 years of experience in a direct customer service or consumer-facing role.
• Skills: Demonstrated ability to resolve issues effectively under stressful conditions, experience handling high volumes of calls in a fast-paced environment, prior experience in a healthcare or medical setting, strong communication skills, excellent interpersonal and problem-solving abilities, basic computer proficiency, typing speed of at least 45 words per minute.

Skills

• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Computer proficiency.

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.
• Advocate Health offers a comprehensive suite of Total Rewards, including educational assistance programs.

Pay

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training. Premium pay such as shift, on call, and more based on a teammate's job. Opportunity for annual increases based on performance.

Schedule

6:30am - 9:30am / 6:30am-10:30am every other weekend for a total of 16 hours per week.