Job Summary: Operating the hospital's private branch exchange (PBX) switchboard, answers all phone calls and transfer the calls to appropriate department/personnel or provide pertinent information to the caller. Announces emergency information and various hospital functions over the intercom system. Pages on-call physicians and authorized personnel.

Job Duties:

Answers all telephone calls in a professional, courteous, and timely manner. Screen the nature of calls and transfers the call to appropriate department or personnel, or provides relevant, accurate information to the caller. Relays accurate phone messages for physicians and staff personnel. Handle all directory assistance queries. Page physicians and authorized personnel over the intercom system or on their personal pager as appropriate. Inform personnel of inservices, meetings, and other hospital functions by appropriate announcement over the intercom system. Announce all Fire, Disaster, Trauma, etc. information over the intercom system according to approve policy. Maintains a log of all activities for beeping and overhead paging. Maintain the hospital’s directory up to date. Enters monthly On-Call schedules into electronic scheduling system by the first day of each month.  Performs other duties as assigned by supervision.

Qualifications:    

Education: 
High School Diploma or equivalent

Training and Experience:

Previous experience required in one or more of the following roles:

Customer Service Setting Hospital, similar medical facility, or physician’s office

Six months of PBX or other type of switchboard experience, preferred

Job Knowledge:

Superb customer service skills Excellent speaking voice Familiarity with clerical procedures Basic computer skills Knowledge of basic office equipment such as printers and fax machine

Essentials:

Must be able to report to work fit for duty and free of any adverse effects of illegal drugs, medical marijuana, prescription medication, and/or alcohol.  Must be able to effectively communicate both orally and in writing with other individuals. Must be able to assess the nature of calls and transfer the call to the most appropriate source. Maintain confidentiality, security and integrity of patient or customer and organizational data by adhering to all hospital privacy policies. Must be able to handle multiple tasks. Performs all duties in an independent manner with minimal direct supervision. Must be able to solve problems independently or as part of a team. Accepts new responsibilities with openness and cooperation. Cleans work areas and waiting rooms on own initiative, continually maintains a neat and organized work area. Attends 75% (9 out of 12) monthly unit meetings to stay informed of department and health system information. Dress professionally in hospital approved dress code, wearing hospital identification badge. Complies with WRMC dress code policy No. 20:10. Properly clocks in and out in Kronos. Complies with WRMC personnel attendance policy No. 70:01.

Physical Demands: Job responsibilities require extensive hours of PBX switchboard operation and answering phone calls. The individual must be able to speak clearly and correctly and have normal hearing ability. The individual must be able to utilize a keyboard and mouse. The individual must be able to move about freely and independently.