PBX Operator

Job Title : PBX / Switchboard Operator

Shift / Schedule : Onsite; 3p-11p M-F mainly could shift to 7a-3p

Dress Code : Business Casual

JOB SUMMARY :

To manage all internal and external calls in a courteous, professional manner by connecting them to the appropriate department promptly and to control paging through the hospital PA system. Responsible for announcing safety codes and provides important front line communications about emergency situations.

JOB REQUIREMENTS :

• HS Diploma or GED
• Six months to one year related experience is required for this position.
• CPI required within 90 days of hire

JOB FUNCTIONS :

Greets all incoming calls with courtesy and professionalism and presents a positive image of Lake Norman Regional Medical Center.

Answers all calls promptly and courteously, greeting all callers with "Lake Norman Regional Medical Center, this is (ENTER NAME HERE) how may I help you?"

Transfers all calls accurately to the proper extension when department or contact person is identified.

Directs calls to proper extension based on evaluation of customer's needs, concerns or inquiries.

Refers patients to outside operators to initiate long distance phone calls.

Acts as information center for the facility.

Controls paging through the hospital PA system.

Carries out proper paging procedures to call codes and disasters.

Makes all requested pages clearly and promptly. Repeating the page three times slowly and clearly.

Follows Code Pages with Emergin Page to appropriate parties immediately.

Conducts other duties as assigned, or required in a professional and cooperative manner.

Performs other duties to assist financial areas and business office with all types of paperwork.

Serves as back-up coverage for all areas of Patient Access as needed.

Adheres to and follows the principles of Lake Norman Regional Medical Center's customer relation program.

Promotes quality customer relations by identifying both internal and external customers; acknowledging customers promptly; and using expressions that express respect, understanding, and enhance self esteem.

Creates a positive impression through effective use of telephone skills such as answering the phone by the third ring, identification of self and department, listening attentively, personalizing the conversation, and verifying information.

Creates a supportive climate for customers by allowing customers to express themselves, addressing their concerns as being real and encouraging two-way communication.

"Promotes therapeutic interaction with customers by identifying behaviors resulting from dissatisfaction; then, allowing customers to respond openly, showing empathy and discussing options.

JOB CONDITIONS :

Switchboard operators are essential personnel during inclement weather.

May be exposed to infections and contagious diseases.

Contact with patients under a wide variety of circumstances.

Subject to varying and unpredictable situations.

Handles emergency or crisis situations.

Subject to many interruptions.

Occasional pressure due to multiple calls and inquiries.

Requires judgment / action which could result in the death of patient.

Handles absentee replacement on short notice.