Switchboard Operator

4 weeks ago


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

At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

**Job Summary:**

The Switchboard Operator serves as a representative for a hospital-based, multiple function call center. The Switchboard Operator 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. The Switchboard Operator monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures. The Switchboard Operator is responsible for over 100+ answering service clients (physicians and hospital departments,) paging correct on call providers. Other duties as assigned and attends meetings and educational classes as required.

**Key Responsibilities:**

Answers incoming calls for Bon Secours Virginia and Answering Services.

Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints.

Responds to callers questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion.

Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public.

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.

**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; with a minimum of six months of recent customer service experience in a call center environment, medical call center preferred.

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, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment.

Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after hours and weekends. Individual must work with little or no supervision.

Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications.

**Benefits:**

Comprehensive, affordable medical, dental and vision plans. Prescription drug coverage. Flexible spending accounts. Life insurance w/AD&D. Employer contributions to retirement savings plan when eligible. Paid time off. Educational Assistance. And much more.

**Equal Opportunity Employer:**

Bon Secours Mercy Health is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive environment for all employees and applicants.


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