Telecommunications Operator - PBX - Full Time/Days - Req#1980029654

Job Objective:

Under the direction of the Manager of Admitting, operates a single or multiple position switchboard. Fills in self-scheduling form in a timely manner. Other miscellaneous duties as required.

Essential Duties:

• Coordinates, handles and processes incoming and outgoing calls on the telephone console
• Coordinates the paging of physicians using overhead system
• Ability to use the hospital paging system with skill
• Answers all calls in a timely manner (less than 3 rings) the hospital standard
• Ability to prioritize all calls
• Ability to locate patients using the hospital computer system
• Recognizes the DNA flag to protect patient confidentially
• Knowledge of hospital emergency codes
• Demonstrates good communication with other departments which require PBX assistance. Supports a positive image to all by identifying themselves when answering a call
• Uses a pleasant tone and correct grammar when answering calls
• Keeps co-workers informed of changes made to effectively transfer calls to correct location
• Communicates well with concerned patients and their families
• Demonstrates a strong ability to identify, analyze and solve problems effectively
• Conforms to departmental and hospital performance and service standards

Non-Essential Duties:

• Maintains department bulletin board and updates information
• Assists with stocking supplies
• Receives defective beepers

Skills and Abilities:

• Knowledge of the operation of a multiple position telephone switchboard, including but not limited to normal switchboard practices and procedures, normally acquired through a minimum of six months switchboard experience
• Knowledge of basic computer skills
• Able to research patient names and room numbers
• Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff
• Ability to deliver and support the highest level of patient/customer satisfaction at all times
• Ability to develop and implement new ideas/systems with innovation and creativity
• Ability to work under pressure and meet time parameters
• Ability to adhere with AVH Absenteeism and Tardiness Policy
• Ability to adhere with AVH Leaves of Absence Policy
• Ability to adhere with AVH Paid Time Off (PTO) Policy
• Ability to adhere with AVH Recording of Hours Worked Policy
• Ability to adhere to the hospital dress code
• Knowledge, understanding and adherence of the telephone etiquette standards
• Conforms to AVH Standards of Behavior
• Ability to function effectively under pressure and meet time parameters
• Ability to communicate effectively under pressure and meet time parameters
• Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff
• Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVH
• Ability to maintain the confidentiality of patient, hospital and department information
• Ability to adhere to safety rules and regulations
• Safely and effectively uses all equipment necessary to carry out duties
• Ability to interpret and function under hospital and department policies and procedures
• Conforms with required and appropriate JCAHO requirements
• Conforms with and supports hospital quality assurance and improvement guidelines
• Ability to participate effectively in department and hospital staff education
• Display a willingness to work as a team player
• Ability to give and support the highest level of patient/customer satisfaction at all times
• Supports and adheres to the values and mission statement established by the AVH Board of Directors
• Ability to demonstrate knowledge and understanding of Corporate Compliance rules and regulations, complies with duty to report behavior standard, demonstrates understanding of purpose for Corporate Compliance hotline and importance of seeking guidance from a supervisor when in doubt regarding a possible Corporate Compliance issue.

Required Licensure and/or Certifications:

• None required

Working Conditions:

• Performs duties in a normal office environment

A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

Required Licensure and/or Certifications:

• None required