Lead-PBX Operator – Communication PBX

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Job Objective : A brief overview of the position.

The PBX Lead Operator provides consistent, high-quality communication services to EMC’s internal and external customers in an efficient, courteous, pleasant, and helpful manner.

In addition, the PBX Lead Operator is a focal point for issues related to PBX personnel, supplies, and policy and is the liaison between the Department leader and the PBX Operators.

Reports to : Director, Information Technical Services

Ages of Patients : N / A

Qualifications

Education : N / A

Licensure / Certification : N / A

Experience : Preferred : 1+ years operator console experience preferred with supervisory duties.

Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.

Responds to all calls with a pleasant voice and attitude.

Answers all telephones that ring in PBX with proper scripting and routes calls to the proper destination.

Answers incoming calls and places outgoing calls with speed and accuracy.

Responsible for initiating all overhead paging.

Responsible for initial emergency communication via LiveProcess (or other authorized avenue) when notified by house supervisor or executive.

Responds to emergency alarms and codes with speed and accuracy.

Expedites fire alarms, drills, and testing.

Abides by all Departmental and EMC Policies.

Must be flexible to work any shift or day as requested by department leader.

Keeps all records accurate and legible.

Coordinates Heliport arrivals with Security and Nursing Supervisor.

Pages Physicians and staff members as appropriate and calls in staff as required.

Trains new and existing staff.

Helps families with their needs and directs them to their proper sources.

Maintains and activates base radio communications with Security and Maintenance departments.

Takes and relays messages for answering service accounts when they are out of office or after hours.

Obtains interpreter via Language line when required for onsite translations.

Creates and updates PBX operations manual. This is for employee’s duties and procedures.

Assists Morgue releases by obtaining verbal release from nurse staffing for mortuary and contacting Security to assist mortuary with removal.

Keeps up to date on the latest changes, letters, and special notices at the beginning of their shift.

Keeps record and supply of loaner pagers.

Actively participates in departmental decisions by participating in routine meetings and offering input to the decision-making process.

Acts as a resource for PBX Operators after / before normal shift if issues arise.

Orders and keeps an inventory of supplies at acceptable levels.

Makes Employee schedules with input from department leader.

Reviews all memos / changes with PBX Operators.

Mediates issues between PBX Operators and EMC staff, physicians, or patients. Escalates to department leader as necessary.

Responds to departmental issues and informs department leader as needed.

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