Switchboard Operator - Evening

Job Description:

Under general supervision of the Supervisor-On-Call/Switchboard Services and Manager-WSH Access, performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.

Duties and Responsibilities

Essential Accountabilities:

1. Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.
2. Safeguards Protected Health Information (PII) and follows HIPPA guidelines.
3. Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients’ families.
4. Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.
5. Contacts scheduled on-call personnel/provider when needed using appropriate protocol.
6. Enters and maintains detailed information on confidential records for patients in various computer systems.
7. Relays medical information to the clinical team to allow them to provide exceptional patient care.
8. Corresponds with clinical teams and physician via the computer system with necessary patient information.
9. Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.
10. Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.
11. Verifies that monitoring equipment is always functioning properly.
12. Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
13. Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

Qualifications

• Minimum Experience:
  • :3-6 months customer service. Previous call center experience is preferred.
• Minimum Education:
  • :High School or G.E.D.
• Skills:
  • Excellent interpersonal/communications skills; above average verbal skill is required to communicate with the public. Ability to remain calm in potential high-stress emergency situations. Ability to work independently, as well as work as a team player. Required knowledge of basic computer skills.