Switchboard Operator

Job Summary

With a patient centered culture, the Switchboard Operator will provide a positive experience to all our customers calling into Mon Health Medical Center by transferring their phone calls to the correct department, over heading medical alerts, resetting passwords, and being the primary contact point for questions about the organization.

Responsibilities

Communication
The Switchboard Operator answers and forwards incoming calls in a professional and service-oriented manner. This role diffuses upset customers professionally and resolves conflicts so that customer respect and confidence are increased. Possesses excellent oral and written communications skills and interpersonal relationship skills.

Customer Service
The Switchboard Operator assists users with inquiries that relate to department repair policies in a timely manner with an awareness of all company policies and requirements. Forwarding inquiries to appropriate departments. Ability to work varying shifts to accommodate business needs.

Assessment and Analysis
Monitors alerts and alarms, including but not limited to fire and safety alarms and reports conditions to appropriate personnel according to protocol. Appropriately overhead pages physicians and departments as required by the paging procedure.

Multi-task/Prioritize
The Switchboard Operator handles a variety of repetitive tasks. They must be able to prioritize correctly for the calls they are receiving. Respond to STAT phone immediately to alert the facility.

Technology/On-call
Log and input trouble tickets in “Service Desk” to give the problem to the correct technician on-call. Reset passwords for AD, Cerner and others as defined. Switchboard Operator analyzes types of problems and inquiries to assign severity levels, assign problem resolution, and follow through on resolution for IT after hours.

Knowledge, Skills & Abilities

Light Work: Frequent lifting and/or carrying of objects weighing up to 10 lbs. with a maximum lifting of 25 lbs.

Previous Call Center or Support Center experience preferred. Possess excellent oral and written communications skills and interpersonal relationship skills. Attention to detail. Ability to learn quickly and work in fast-paced environment requiring attention to detail. Healthcare experience/knowledge preferred. Comfortable in working with different computer programs to reset passwords and/or contacting IT on-call department. Other duties as assigned.

Education

• High School Diploma or GED (Required)

Credentials

Work Schedule: Days

Status: 48 hrs per pay

Location: Mon Medical Center Main Campus

Location of Job: WV:Morgantown:Mon Medical Center

Talent Acquisition Specialist: Mystee D. Carter mystee.carter@vandaliahealth.org