Switchboard Operator Lead - 3:00 PM – 11:30 PM

Position Summary

Under the direction of the Director of Security, Emergency Management & EHS; oversees the daily operations of the medical center’s switchboard. Performs telephone answering, paging and other telecommunication services utilizing the MediCall and Spok systems.

About the Role

Full Time: 3:00 PM – 11:30 PM, Monday - Friday & Rotating Holidays

Essential Responsibilities / Duties

• Performs telecommunications functions without requiring constant supervision.
• Reports to Director of Security, Emergency Management & EHS.
• Must be able to effectively communicate with all medical center personnel and the general public in a professional manner.
• Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards.
• Responsible for scheduling of staff seven days per week, including vacation and sick time coverage.
• Absolutely ensures that the switchboard is adequately staffed at all times.
• Skilled utilization of the computerized telephone/paging system (MediCall) (includes data input).
• Assures operators are competent regarding codes and stat pagers, including set up and training.
• Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
• Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor "Wandering System," Program and issue pagers/beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
• Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
• Capable completion of and utilization of numerous on-call schedules.
• Processes calls regarding "Interpreter Services" following established procedures.
• Respond to and process TDD calls.
• Act as Security Dispatch and Patient Information during off-hours.
• Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up."
• Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.
• Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner.
• Anticipate customer needs and be flexible in responding to them.
• Monitor all alarms and respond/report according to Medical Center procedures.

Responsibilities/Non-Essential Functions

• Performs related duties as needed and assists occasionally in special projects as requested.
• Reports immediately to the Director of Security, Emergency Management & EHS any deviation of normal operation.
• Reports immediately to the Director of Security, Emergency Management & EHS of any unusual occurrences related to patients, staff, general public or self.
• Reports all incidents and/or breaches of procedures to the Director of Security, Emergency Management & EHS.
• Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.
• Is accountable for abiding by all relevant medical center policies and procedures.
• Is accountable for accurately recording/reporting all technical information relative to codes, etc.
• Is accountable for observing all policies and procedures of the department and the medical center.

Education

High school, or equivalent.

Job Requirements

• Minimum Experience: Two years experience in a business or medical related field with heavy telephone usage. Ideally will have performed telephone operator or call director duties in the healthcare field.
• Minimum Skills/abilities: Excellent interpersonal and communications skills. Ability to speak clearly and precisely. Excellent grammar. Flexibility in a fast paced hectic environment. Patience under pressure. Kindness and sensitivity to all the people we serve.

Compensation

$16.71- $24.83

Benefits

In addition to a competitive salary, BMCHS offers a comprehensive benefits package that includes:

• Medical, dental, vision, and pharmacy insurance
• Flexible Spending Accounts
• 403(b) savings matches
• Earned time cash out
• Paid time off
• Career advancement opportunities
• Resources to support employee and family wellbeing

Equal Opportunity Employer

According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.