Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Job Summary:
Efficiently answers multi-line switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Coordinates requests for auxiliary aides and services to ensure effective communication. Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls. Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results.

Job Specific Responsibilities:

1. Performs the duties of Switchboard Operator

a. Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
b. Promptly and courteously answers questions from the public and provides general information.
c. Updates and maintains contact lists, including changes to provider on-call sheets.
d. Knowledgeable of answering service procedures and related tasks.
e. Accurately utilizes communication logbook and maintains filing systems according to department standards.
f. Participates in training of switchboard new hires.
g. Performs all other duties as assigned or requested by manager.

2. Performs procedures for clinical codes and non-clinical emergency situations

a. Responds efficiently and accurately to emergency codes, including code phone and Hill-Rom, following designated procedures related to STAT C-sections, STEMI's, Stroke Team, and Trauma Team activations, among others.
b. Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.
c. Ability to readily access procedures for Command Center Activations.
d. Handles switchboard processes for all other emergency alarms, codes, or disaster incidents.

3. Demonstrates proficient computer and paging skills

a. Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams.
b. Responds promptly to email requests through Microsoft Outlook.
c. Proficiently utilizes Switchboard phone and paging systems, as well as WDH computer applications and systems.
d. Demonstrates robust knowledge of operator's resources and telecommunications resources.
e. Has knowledge of Smart Notice Notification System, pagers, basic pager functions, group paging, status change, and back up paging.

4. Coordinates requests for auxiliary aides and services to ensure effective communication

a. Coordinates on-site American Sign Language (ASL) and Limited English Patients (LEP) Interpreters.
b. Provides appropriate "Effective Communication" devices and services upon demand.
c. Communicates interpreter services calendar appointment details when requested.

5. Demonstrates exceptional customer service skills

a. Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills.
b. Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
c. Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers.

Minimum Experience Required
Six months of customer service experience in a high volume, fast paced professional setting.

Experience Preferred/Desired
One year switchboard/multi-line phone experience in a hospital or medical facility.
Call center experience or dispatch experience desired.

Education Minimum Required
High School diploma.

Education Preferred/Desired
Associate degree.

Minimum Special Skills Required
Ability to de-escalate difficult calls.
Strong computer skills including knowledge of Microsoft Office and data entry.
Excellent interpersonal skills.
Ability to multitask to ensure efficiency without compromising high-level accuracy and professionalism.
Ability to work independently and in a team environment
Strong communication skills, both written and verbal.

Special Skills Preferred/Desired
Knowledge of medical terminology and hospital operations