Switchboard Operator

Job Overview

Switchboard Operator provides exceptional customer service while serving as the primary communication hub for the Medical Center. Responsible for answering and routing incoming calls, managing emergency communication procedures, overhead paging, and patient information services. Ensures timely, accurate, and professional communication between patients, visitors, physicians, staff, and the community while supporting hospital operations and emergency response protocols. Respond to console alarms and reports equipment malfunctions to Telecommunications Manager. Notifies appropriate telecommunications staff of changes needed in directory when such information comes to their attention. Keep abreast of hospital events that may generate calls and inquiries from those outside the Medical Center.

Qualifications

• High school diploma or equivalent required
• Experience operating multi-line telephone systems, PBX consoles, paging systems, and communication platforms preferred
• Ability to handle high-pressure situations and emergencies with professionalism and accuracy
• Preferred some college preferred
• Minimum two (2) year customer service, healthcare switchboard, call center, or telecommunications experience preferred

Scheduling Requirements

Shift- must be flexible, varies/hours/shifts, holidays & weekend

Essential Functions

• Answers in-coming calls with appropriate greeting and name
• Answers, screens and transfers calls to appropriate department
• Affords assistance to patients and departments with dialing outside phone calls
• Attends all Department staff meetings; acknowledging all changes and updates of CBMC/RWJBarnabas Health policy and procedures as required
• Overhead page authorized personnel, meetings, drills, hospital functions and security announcements
• Processes Emergency calls and alarms accurately and efficiently
• Operates telephone console and (TDS) Electronic Medical Record for Patient Information calls
• Keeps a log of all Medical, Facility, and Security Alerts utilizing both Alert Pads and Critical Communication Log
• May perform other duties as assigned or directed by management