Duties and Responsibilities

Essential Functions:

• Operator Duties: • Answers incoming calls promptly, efficiently, and professionally while providing excellent customer service to all internal and external callers. • Screens and routes calls accurately to appropriate departments, staff, or patient locations. • Provides general hospital information and assists callers with inquiries. • Facilitates communication between patients, visitors, and hospital staff. • Addresses routine service concerns and escalates issues as appropriate.
• Emergency Response Duties: • Initiates and announces hospital emergency codes following established protocols. • Notifies and coordinates communication with appropriate personnel during urgent and critical situations. • Maintains accurate logs and documentation of all emergency communications.
• Paging and On-Call Support Duties (Hospital-Based): • Manages paging systems and communication tools to ensure accurate and timely message delivery. • Maintains and utilizes hospital on-call schedules in accordance with established procedures. • Contacts on-call hospital staff as needed to support patient care and hospital operations.
• Systems Monitoring Duties: • Monitors switchboard, paging, and communication systems to ensure proper functionality at all times. • Identifies system or equipment issues and escalates for resolution as appropriate.
• Security and Operational Support Duties: • Monitors and supports communication related to safety systems, alarms, and security processes in accordance with hospital protocols. • Assists with communication needs during security-related events and facility operations.
• Documentation and Handoff Duties: • Maintains accurate records of calls, messages, and critical events. • Ensures clear, accurate, and comprehensive communication of updates, issues, and critical information during shift transitions to maintain operational continuity.
• Technical Support Duties: • Performs first-level troubleshooting and support for communication devices, paging systems, and related technologies. • Escalates technical issues to appropriate support personnel as needed.

Common Expectations:

• Demonstrates competency in communication processes necessary to support hospital operations and patient access to care.
• Maintains established policies and procedures, objectives, quality assurance standards, and safety protocols.
• Provides outstanding service to all customers; fosters teamwork; and supports operational efficiency through attention to detail and accountability.