SWITCHBOARD OPERATOR

Responsibilities

• Answers incoming calls for all 5 Memorial Health System (MHS) hospitals, Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial and Taylorville Memorial.
• Afford after hour answering service for approximately 25 physicians/departments.
• Correctly follow established protocols and procedures for each account.
• Acknowledge and appropriately respond to Emergent Parking Lot Polls, Elevator phones, engineering panels which includes fire, panic alarms, and generator testing.
• Able to correctly answer, dispatch, monitor, and track emergent codes and rapids.
• Completes all steps of surgery/trauma activations for after-hours emergency call in teams; verifies patient identity information through appropriate tools.
• Identifies appropriate on call team based on policy and procedures.
• Facilitates appropriate tracking on all teams
• Coordinate with departments, funeral homes, and security to efficiently transfer the release of remains, according to established protocol.
• Enter and/or change on call schedules as needed.
• Act as a resource for colleagues and lead by example.
• Demonstrates an ability to be flexible, organized and function well in stressful situations.
• Knowledge of hospital, department policies and procedures related to Call Center.
• Communicates effectively with callers and colleagues with attention to detail and problem solving aptitude.
• Responsible for all overhead paging including request from security, engineering and other departments.

Qualifications

• High School diploma required.
• Experience in telephone operations, communications, Call Center, customer service or related environment required.
• Ability to multitask in a fast pace environment.
• Proficient working with technology and possess a problem solving aptitude.