Switchboard Operator

Job Description

Job Summary 

The Switchboard Operator is responsible for managing incoming and outgoing calls, providing routine information, and dispatching calls to the appropriate departments, personnel, or providers in a professional and courteous manner. This role also handles paging requests, assists with emergency communications, and ensures accurate and timely information delivery to patients, staff, providers, and external customers. 

Essential Functions

• Answers all incoming calls promptly, greeting callers professionally and courteously, and routes them to the appropriate department or individual based on evaluation of the caller's needs.
• Carries out paging procedures for employees, providers, rapid response teams, and other essential personnel, including during emergency or disaster situations.
• Acts as an information hub by providing accurate assistance to patients, employees, and external customers.
• Transfers calls accurately to the proper extension, ensuring seamless communication for customers and staff.
• Coordinates communication for emergency codes and disasters, ensuring timely notifications to on-call and rapid response staff as needed.
• Screens and verifies demographic information, corrects errors as needed, and organizes paperwork accurately, including inpatient documentation for the Business Office.
• Provides instructions to patients for accessing external operators for long-distance calls and assists with any other general inquiries.
• Maintains detailed records of all pages, notifications, and calls as required by facility protocols.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Other vocational or specialized training preferred
• 0-2 years of experience in customer service, call center, or healthcare setting required
• 1-2 years of switchboard experience preferred

Knowledge, Skills and Abilities

• Proficient in operating switchboard or telecommunications equipment.
• Excellent verbal communication and customer service skills.
• Ability to manage high call volumes in a calm and professional manner.
• Strong organizational skills with attention to detail.
• Capable of handling emergency communication processes effectively.
• Knowledge of hospital policies, codes, and procedures is a plus.