To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Switchboard operator responds to telephone calls in a timely, professional and courteous manner. While maintaining patient confidentiality requirements, provide information, as needed meeting our high level of customer service requirements. In addition, assistance is provided to front desk personnel or to visitors in their absence. On-call schedules are maintained to facilitate contacting departments off hours. Knowledge of telephone functionality, voice mail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures are required. Knowledge of the personal computer accessing various applications is expected. Flexibility to provide switchboard coverage when needed. Standards of Behavior will be followed at all times.
Responsibilities: 1. Communication
1.1. Demonstrate the ability and desire to listen, investigate and resolve customer issues in a timely manner while striving to exceed expectations.
1.2. Demonstrate the ability to communicate information utilizing written, verbal, presentation and listening skills and tools.
1.3. Monitors and improves the Communications department for customer satisfaction.
1.4. Respond to user questions and concerns in a customer service oriented manner.
1.5. Serve as a Communications department liaison. Communicate critical needs to Department leadership in a timely manner to promote quick resolution.
1.6. Provides support during planned and unplanned system and application downtimes.
1.7. Communicates changes to co-workers, which may impact support.
1.8. Provides coverage when needed.
2. Planning and organizing.
2.1. Maintain Medical Staff and The Westerly Hospital Staff phone directories
2.2. Participate in planning of department coverage.
2.3. Maintains clean and orderly work area and common space within the department.
2.4. Maintain On-call schedules to facilitate contacting departments off hours.
2.5. Maintain security keys.
2.6. Assure physicians sign death certificates and notifies appropriate funeral home.
2.7. Coordinate helicopter landings at the hospital with the maintenance department(clear area, windsock), local fire department, ambulance(estimated time of arrival), and Adult day Care (notification if during the day).
2.8. Verify insurance eligibility and benefits online using NEHEN and other internet insurance websites.
3. Information Management
3.1. Demonstrates knowledge of the PBX switchboard, telephone functionality, voice mail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures
3.2. Demonstrate knowledge of hospital and department policies and procedures
3.3. Demonstrate knowledge of personal computer and hospital software appropriate to perform job duties.
3.4. Demonstrate the ability to educate end users with Telephone, Voice mail and Pager equipment.
3.5. Utilize email to provide information to co-workers and department management.
3.6. Document and maintain new procedures as identified by department management.
3.7. Maintains confidentiality of all hospital and patient information at all times, as observed by peers and management
4. Evaluating and Decision Making.
4.1. Answer all calls and respond to requests in a timely, professional and courteous manner utilizing computer system and documentation as needed
4.2. Correctly direct calls to appropriate nursing floor, department, patient or individual.
4.3. Correctly contact on-call personnel when needed.
4.4. Determine if current work assignments meet the needs of the organization and recommend changes to department management.
5. Equipment and Systems
5.1. Monitor and verify telephone trunk lines, voice mail, tow-way radios, and beepers are operational, place service call to appropriate vendor and notify appropriate hospital personnel.
5.2. Monitor and immediately respond to hospital alarms following the documented procedures. Notify appropriate personnel and department when equipment malfunctions or unsafe conditions occur.
5.3. Demonstrate knowledge of telephone functionality, voice mail, two-way radio, beepers, paging, security, fire, monitoring, and emergency systems following documented procedures.
5.4. Immediately contact vendors to resolve identified issues when appropriate
6.1. Demonstrate a team approach through willingness, enthusiasm and collaboration with others.
6.2. Fosters mature professional relationships with fellow employees in a courteous, friendly manner, as measured by management observation and peer input.
6.3. Acts as a resource person and share new knowledge with others.
6.4. Maintains professional composure and confidence during stressful situations.
6.5. Provide assistance to front desk personnel.
6.6. Directs patients, families and visitors to proper departments or individuals when needed.
6.7. Attend hospital meetings.
6.8. Attend department meetings and communicate knowledge and issues.
6.9. Document minutes when assigned.
7. Performance Improvement.
7.1. Accepts accountability for individual job duties, department functions, and hospital-wide initiatives.
7.2. Demonstrate willingness and ability to multi-task job responsibilities.
7.3. Always willing to accommodate workload fluctuations.
7.4. Performs other duties as assigned
High School diploma or equivalent is required.
Prior switchboard and personal computer experience preferred.
Excellent verbal communication skills required. High level of manual dexterity and visual concentration to operate switchboard and computer expected. Regular contact with visitors, physicians and hospital personnel. Ability to learn and interpret new equipment and systems that pertain to the switchboard area.