Switchboard Operator

Overview:
The Switchboard Operator/Dispatcher is responsible for all hospital switchboard/dispatch operations. The Operator/Dispatcher provides customer service by performing administrative telephone answering duties, code/alarm monitoring duties and dispatching security officers to both emergency and non-emergency calls. The Operator/Dispatcher utilizes appropriate multi-line telephone equipment/dispatching equipment to answer basic and/or routine calls, emergency calls, transfer calls and dispatch to answer basic and/or routine questions and route or transfer calls to appropriate destinations. The Operator/Dispatcher is responsible for receiving, coordinating, and disseminating critical information from and to multiple sources/resources within acceptable time frames.

Responsibilities:
Dispatching
* Performs overheard paging, in-house paging, and announcements.

* Monitors and responds to alarms systems (cardiac arrest/rapid response, stroke alerts, fire alarms, internal/external disasters, infant abduction, bomb threats, code phone 15555 (in house emergency line), code blue, code yellow, code pink, code phone, access control, emergency call boxes, duress alarms, blood bank and OR refrigerator temperatures, STAT call, Chem Pack alarm). Notifies appropriate personnel or agencies. Maintains accurate documentation of all codes/alarms per procedure.

* Dispatches security to routine and emergency calls (Combative patients/visitors, fight in progress, Suicidal/Homicidal patients, intoxicated/unruly patients, patient valuables, lost items, escorts etc.) Notifies appropriate agencies. Maintains accurate documentation.

* Participates in drills such as code pink, code red, etc.

* Skilled in current systems utilized in Dispatch Center

* Assist with training of new operator/dispatchers

* Utilizes the emergency notification system when a major incident occurs and a command system needs to be implemented.

* Monitors multiple security screens (Multiple video monitors, access control monitor, and Switchboard monitor).

* Monitors and responds to the radio for Security, Facilities, and Plant Operations.

* Maintains knowledge of all security officers and their availability.

* Operates as dispatch for Security Officers, monitors radios for Facilities and Plant Operations when they request assistance on the Security radio channel. Includes entering incoming calls and logging dispatched officer calls.

* Relays rescue updates from several helicopter companies to Security for helicopter arrival times so Security can assist with off loading patients.

* Identifies reportable events and dispatches accordingly.

Communications
* Operates a multi-line telephone device. Responds verbally and uses TDD (text telephone device for hearing or speech impaired) to communicate with callers.

* Answers, evaluates and prioritizes incoming administrative line telephone calls, communicates effectively with callers obtaining complete and accurate information to determine the need(s) of the caller.

* Operates a computer terminal and retrieves information from various computerized resources to respond to queries and answer questions.

* Performs patient searches and answers and/or relays questions regarding patient location and visitation privileges, utilizing in-house computer. Updates changes in extensions and procedures.

* Provides 411 assistance for employees, patients and community.

* Provides assistance to information desk as needed.

* Completes proper transfers or connections for incoming, outgoing and inter-office calls. Sends, routes, relays or refers callers or messages to the appropriate division or employee.

Monitoring
* Monitors surveillance systems for security purposes and also support security by reviewing past events which provides critical information for patient/visitor safety.

* Monitors a variety of communications equipment to ensure proper function. Assists in troubleshooting as required and reports failures or problems with any system. Tests equipment as needed.

* Coordinates access control alarms with the appropriate surveillance cameras.

Documentation
* Logs and searches lost and found items for patients in the Lost and Found data base.

* Updates the on-call list in PBX and maintains log of names of patients who expire at the hospital.

* Maintains repair and other supply logs.

* Updates information in operators log books.

* Utilizes PC for data entry, reports, and statistical retrieval.

* Prepares reports for director as requested.

Compliance/Safety
* Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

* If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job-specific training in the specified time frame.

Qualifications:
Education
High School Diploma or GED- Required

 

Certification & Licensures

 

Experience
Sufficient prior experience with multi-line telephone or switchboard operations- Required

Minimum typing speed of 35 words per minute- Required

Experience with Microsoft Windows workstation environments and MS Office products (i.e., MS Word, MS Excel, etc.)- Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.

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