Description:
o Answering all calls, acknowledging the caller, listening attentively, and asking questions to clarify the caller’s inquiry;
o Transferring phone calls to appropriate locals, providing information, and responding to the caller’s needs in a prompt and courteous manner;
o Responds to each hospital alarm (emergency and non-emergency) in a timely manner as per established guidelines. (ie: fire, arrest, medical stat call, bomb threat, elevator.)
- Operates Public Address system as per established guidelines.
- Operates paging system to page Doctors, Nurses and other on-call staff as required per established guidelines.
- Provides TTD service for hearing impaired customers by utilizing a Telecommunications device.
- Updates related switchboard databases and documents such as switchboard directory, and paging and on-call schedules by entering provided information as per established guidelines.
- Requests repairs on consoles, paging and related equipment according to established guidelines by methods such as contacting the Service Desk and/or their Team Lead.
- Participates in continuous quality improvement activities by performing duties such as attending meetings and providing input/feedback to the Manager, Switchboard Services, or designate, on opportunities for process improvement.
- Identifies and reports to the Manager, Switchboard Services, or designate, unusual trends or system conditions which require investigation such as an increase of unusual phone calls or error messages on the monitors.
- Reviews and updates the department communication log book according to established procedures by methods such as reading the log book at the start of a shift and entering the required information for an incident such as an abusive phone call.
- Performs other related duties as assigned.