Switchboard Attendant

Overview

Provides a centralized system through which customers can obtain information regarding patient location and phone numbers, while protecting patient confidentiality. Also provides information about DCH and its services to customers.

Responsibilities

Answer calls coming in to switchboard in a timely and caring manner, and connect the caller to appropriate telephone numbers. Provide patient information per hospital policy regarding patient confidentiality. Provide employee information per hospital policy regarding employee confidentiality. Maintain up-to-date lists and files on telephone numbers, beeper numbers, and call lists. Monitor fire alarm system and initiate a Code Red and other code alarm procedures as needed. Responsible for initiating all emergency notification of personal during a code pursuant to Emergency Preparedness Plan, Fire Safety Plan, Nursing Policy and Procedure, and Switchboard Department Plan.

DCH Standards:

Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation. Performs compliance requirements as outlined in the Employee Handbook Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self. Requires use of electronic mail, time and attendance software, learning management software and intranet. Must adhere to all DCH Health System policies and procedures. All other duties as assigned.

Qualifications

High school graduate or equivalent preferred, good clerical skills, good communication skills, ability to deal with the public in a friendly and courteous manner. Must be able to learn how to operate telephone and computer. Must be able to read, write legibly, speak and comprehend English.

Working Conditions:

WORK CONTEXT

Communicate with others by phone and face-to-faceDeal with external and internal customersDeal with unpleasant or angry people and conflict situations/resolutionsElectronic MailContinuous telephone conversationsMaintain patient confidentiality 100% of the timeProfessional demeanor under stressful situations Single office and shared workspace for all operatorsSpend most of shift sittingSpend entire shift with headset on head/ears Errors related to patient safety or privacy have serious consequencesPace of phone calls coming in can be quick during daytime hours and slow at nightEmployee presence is required 24/7/365. Schedules can vary depending on need.

PHYSICAL FACTORS

The Americans with Disabilities Act (ADA) requires the job description to document physical factors, including ability, activities, and requirements. Ability: Able to sit for extended periods of timeAble to keep a headset on for long periods of timeAble to type, use computer mouse, and press buttons on the phoneAble to apply general rules to specific problems to produce answers that make senseAble to speak clearly so that callers can understand Activities: talking, hearing, repetitive motion (typing and phone use) Physical Requirements: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Must be able to perform the duties with or without reasonable accommodation. Hearing and vision must be normal or corrected to within normal range. Physical presence onsite is essential.

OTHER JOB FACTORS

Work Styles: Attention to detail, concern for others, cooperation, dependability, independence, self-control, integrity, stress tolerance Work Values: Relationships

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