What are the responsibilities and job description for the Lead PBX Operator position at Mercy Medical Center, Baltimore, MD?
Summary
Join Our Team at Mercy Medical Center – Now Hiring a Lead PBX Operator!
Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2025.
As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family.
Responsibilities
The Lead Operator creates and exceptional first impression of Mercy Medical Center in all interactions, and has expert working knowledge of all services provided by Operator Services and the Information Desks. Demonstrates Excellent Customer Service Skills over the phone and in person. Scope encompasses effectively coordinating and supervising department operations as directed by the Manager. Have technical knowledge of hardware and software functionality of the Medicall System, knowledge of pagers and paging systems, alarm interpretation, and familiarity with multi-line phone systems. Must have knowledge of the emergency codes processes, stat call processes, visitor restriction processes, and visitor policies. The Lead Operator will operator efficiently and train other operators on Hospital Switchboard operations and receptionists on the Information Desk. Will provide guidance for scheduling employees and ensuring coverage at all times and on-call support as required. Will maintain Medicall Database and centralized resources for information enabling operators to cover outages, emergencies and disasters which effect Hospital Operations. Will assist the Manager in any said duties needed in order to maintain the success of both departments in his/her absence.
Requirements
Benefits Eligibility is based on your scheduled FTE status and Job Category:
Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.
Join Our Team at Mercy Medical Center – Now Hiring a Lead PBX Operator!
Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2025.
As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family.
Responsibilities
The Lead Operator creates and exceptional first impression of Mercy Medical Center in all interactions, and has expert working knowledge of all services provided by Operator Services and the Information Desks. Demonstrates Excellent Customer Service Skills over the phone and in person. Scope encompasses effectively coordinating and supervising department operations as directed by the Manager. Have technical knowledge of hardware and software functionality of the Medicall System, knowledge of pagers and paging systems, alarm interpretation, and familiarity with multi-line phone systems. Must have knowledge of the emergency codes processes, stat call processes, visitor restriction processes, and visitor policies. The Lead Operator will operator efficiently and train other operators on Hospital Switchboard operations and receptionists on the Information Desk. Will provide guidance for scheduling employees and ensuring coverage at all times and on-call support as required. Will maintain Medicall Database and centralized resources for information enabling operators to cover outages, emergencies and disasters which effect Hospital Operations. Will assist the Manager in any said duties needed in order to maintain the success of both departments in his/her absence.
Requirements
- Must possess a high school diploma, or GED
- Two years of switchboard experience and/or Information Desk Experience
- Must possess computer/PC skills; general word processing and keyboard skills, etc. are required.
- Must be an effective communicator written and verbally.
Benefits Eligibility is based on your scheduled FTE status and Job Category:
- Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
- 403(b) retirement plan with generous company match and “catch up” provision
- Paid Time Off (PTO) & company paid holidays
- Tuition reimbursement
- Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
- Employer paid Short & Long Term Disability benefits for eligible employees
- Voluntary Benefits
- Discounts on auto & home insurance and Verizon plans
- Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values
Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.