Telecommunication Specialist

Company: Coffee Regional Medical Center

Position: Switchboard Operator

Position Summary

The Switchboard Operator plays a crucial role in managing incoming communications through various telephone systems. This position is responsible for efficiently directing calls to the appropriate departments and ensuring a seamless communication flow within the hospital. The Operator acts as the primary point of contact for both internal and external inquiries, providing assistance and information to callers.

Key Responsibilities

• Answer incoming calls promptly and professionally, adhering to established protocols.
• Route calls to the correct destination without delay, ensuring timely communication.
• Maintain accurate records of calls, messages, and responses, contributing to the hospital's operational efficiency.
• Facilitate emergency communication procedures, including the announcement of critical codes.
• Provide directions and assistance to callers, enhancing the overall customer experience.

Qualifications

A. Knowledge, Skills, and Abilities

• Exceptional customer service skills with the ability to communicate effectively.
• Strong analytical and critical thinking abilities, capable of working independently.
• Ability to handle high-pressure situations and prioritize tasks effectively.
• Proficient in verbal and written communication.
• Basic computer skills and familiarity with office equipment.

B. Education

• High School Diploma or equivalent required.
• Vocational training or college education preferred.

C. Experience

• Prior experience in a call center or hospital environment is advantageous.
• Familiarity with multi-line phone systems is beneficial.

D. Interpersonal Skills

• Detail-oriented with strong decision-making capabilities.
• Ability to maintain composure in a fast-paced and demanding environment.
• Excellent telephone etiquette and customer interaction skills.

E. Physical and Mental Requirements

• Ability to perform tasks calmly and competently in emergency situations.
• Capable of meeting the physical demands of the role, including light lifting and prolonged sitting.

Additional Information

The Switchboard Operator must be flexible in scheduling, with the ability to work various shifts, including nights and weekends, as required by the hospital's operational needs. This role is vital in ensuring that communication within the hospital is efficient and effective, ultimately contributing to the quality of patient care.