Switchboard Operator

1 day ago


Richmond, Virginia, United States Bon Secours Mercy Health Full time
Job Summary

The Switchboard Operator plays a critical role in the hospital's call center, serving as a representative for Bon Secours Mercy Health. This position is responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective, and efficient manner. The Switchboard Operator operates the paging service as part of the Amcom messaging system, monitors multiple alarm panels and closed-circuit television monitors, and activates notifications based on specific procedures.

Key Responsibilities
  • Answers incoming calls for Bon Secours Virginia and Answering Services, identifying and routing callers to the most appropriate area with minimal errors.
  • Responds to callers' questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion.
  • Provides emergency assistance to hospital personnel and the general public, announcing emergencies via pager, phone, and intercom announcement as indicated per the individual emergency protocol.
  • Maintains and updates current on-call schedules for the answering service and various hospital departments using the Amcom On-Call scheduling system.
  • Contacts appropriate on-call personnel in a calm, timely, and efficient manner.
  • Displays adequate knowledge of BSV and medical terminology, staying abreast of changes, new areas, and/or services within BSV.
  • Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings.
  • Maintains the confidentiality of all data, including patient, employee, and operations data, based on HIPAA compliance laws and Bon Secours protocols.
  • Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours Virginia.
Requirements
  • High School Diploma/GED preferred.
  • Work requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level.
  • Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages, and communicate effectively with internal and external callers in a tactful and respectful manner.
  • Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients, and the public.
  • Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations.
Benefits

Bon Secours Mercy Health offers a comprehensive benefits package, including comprehensive, affordable medical, dental, and vision plans, prescription drug coverage, flexible spending accounts, life insurance with AD&D, employer contributions to retirement savings plans, paid time off, educational assistance, and much more.


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