Switchboard Operator

Who we Are:

Nestled into the most northern part of Vermont, North Country Hospital is a community-focused 25 bed critical access hospital, where we prioritize the well-being of our neighbors. North Country Hospital is more than just a healthcare provider; we are a vital part of the community, working together to build a healthier future. Our patient’s health is our priority, and we go above and beyond to care in every way possible.

Position Statement:

Switchboard Operator is a key point of contact for patients in making sure they can speak to relevant departments about their care. You will receive calls and pass them on to the correct person or department. Callers who might be anxious or upset you will have to calm them down or reassure them of the importance of their call. Performs various routine clerical duties. Abides by all regulations of HIPAA regarding patient health information (PHI).

Key Responsibilities:

• Operates multiple line console to relay incoming, outgoing and internal calls.
• Answers and screens call for the hospital and for all answering services per established protocol. Relays calls to appropriate department or extension number; transfers or holds calls when necessary.
• Instructs callers in directing best means of contacting services directly.
• Transfers calls to patient rooms who are inpatient on Preventive Care Unit or Maternal Child Unit.
• Maintains the Patient Access Call Log. Enters caller name, patient involved and reason to speak with the on-call doctor onto the call log. Pages the doctor on call, using their appropriate beeper number. Connects the doctor to the patient by transferring through a telephone call.
• Assist with handing out visitor badges for individuals coming to the hospital after hours to visit family or friends that are inpatients.
• Quality Assurance (QA) of ONP orders to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) orders received from radiology department to be certain the orders are entered correctly in each patient’s encounter and the accuracy of its information.
• Quality Assurance (QA) Explanation of Benefits (EOB), insurance appeals and other related insurance information received from Patient Financial Services.
• Quality Assurance (QA) scanned PHI from Health Information Management (HIM).
Scans into patient charts information relating to financial assistance and insurance coverage verifications.

Knowledge, Skills and Abilities:

• High School diploma or equivalent
• Good communication skills
• The ability to interact with a variety of people in a friendly and professional manner