PBX Operator I

Overview

This position will answer phones in a professional manner for the hospital. Will be responsible for accurately transferring incoming calls, making overhead announcements, assisting with computer work and admitting processes. Will cross-train to assist as a mailroom clerk.

Responsibilities

Operate hospital-wide communications systems, including clear paging, beeping and knowledge of emergency equipment.

• 80% accuracy on paging and beeping hospital personnel and emergency codes, and on NCR printers.

Being cheerful and informative in communicating with the public, patients, employees and medical staff while working in a fast paced, intense environment while remaining calm. Is aware of all hospital functions and stays updated in order to answer questions.

• 80% accuracy in answering questions. Keeps informed and updated on changes in hospital policies and procedures and new staff 80% of the time.

Ability to operate security base station radio to dispatch officers to correct locations.

• Responding to security radio accurately and in a timely fashion 90% of the time.

Maintains and completes various dispatch forms, log books on codes and hospital information and checklists for HEAR Radio base station daily.

• Accuracy 85% of the time.

Professional Conduct

• Employee has the willingness and ability to perform additional duties and responsibilities in different areas of the department on an as-needed basis or as determined by management.
• Follows attendance and all other est. hospital/dept. policies.
• No more than 2 written substantiated complaints representing a breach of policy, procedure or professional behavior since last evaluation.
• Demonstrates the philosophy of team concept.
• Participates in staff meetings with suggestions that enhance the work environment and increase productivity.
• Communicates well with supervisor reporting problems with equipment, supplies. Requests assistance as appropriate.
• Maintains confidentiality as related to job responsibilities.
• Exhibits willingness to resolve problems as they arise.
• Consistently projects positive professional image through appearance and behavior.
• Attends 75% of staff meetings or reads and initials minutes.
• Completes assigned work within shift.

Guest/Interdepartmental Relations

• As observed by representatives of management, all interactions are conducted in a professional manner.
• Verbal and written feedback from patients, family members/significant others, medical staff, visitors and co-workers indicates behavior conducive to positive guest relations.
• Consistently exhibits appropriate phone protocol (e.g., answers phones promptly, is courteous and helpful).
• Consistently contributes to the team effort (e.g., assists co-workers when need is observed or upon request, offers constructive suggestions rather than complaints).
• Consistently displays cheerful and positive attitude.

Professional Growth and Development

• Completes annual safety updates within established time frames.
• Completes general and departmental orientation within established time frames.
• Attends 80% of in-service programs.
• Maintains licensure/certification as appropriate.

Performance Improvement

• Consistently strives to understand, anticipate and meet the needs, expectations and satisfaction levels of patients and other "customers". Errors, inefficiencies and inaccuracies are brought to management's attention with suggestions for improvement. Develops innovative solutions to departmental problems. Identifies and implements methods of controlling costs or generating revenue while providing maximum value to both the patient/customer and the hospital. Maximizes efficiency in all departmental operations. Measures progress against quality goals.

Qualifications

• Minimum Education: N/A
• Minimum Experience: Prior experience working as a switchboard operator is highly preferred. Must be able to speak clearly. Bilingual English/Spanish preferred.
• Required Certification/Registration: N/A