Switchboard Operator I - Good Samaritan Hospital - PRN

Ephrata, PA | Clerical and Administrative | Tracking Code: 56500

Position Summary:

General Summary:




Under the direct supervision of the Switchboard Supervisor, provides hospital telecommunication service through the operation of a telephone console and support equipment to route incoming and outgoing calls through the use of telephones, pagers, visual paging system, radio or computer to connect communication between visitors, callers, staff, patients, and patients’ families.  May maintain records related to telecommunications (e.g. long distance phone calls, on-call employees, pages).  Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.  Evaluates caller complaints and determines appropriate assistance or corrective action. Provides outstanding customer service to all external and internal stakeholders; fosters teamwork; and practices fiscal responsibility through improvement and innovation.



Duties and Responsibilities:


  1. Answers incoming calls quickly, efficiently and professionally. Treats callers as customers, with respect, dignity and politeness.  Provides public information.
  2. Safeguards Personal Identifying Information (PII) and follows HIPPA guidelines.
  3. Contact House Supervisor when required.
  4. Completes a variety of paging requests per established end-user protocol.
  5. Reassigns pagers when requested and ensures pagers are forwarded correctly.
  6. Verifies that monitoring equipment and paging terminal are functioning properly at all times.
  7. Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
  8. Maintains logs of all emergency calls for administrative reporting and quality control audits.
  9. Maintains on-call lists and contacts appropriate persons, as needed, in accordance with Hospital policy. Responds appropriately to requests for on-call staff.
  10. Utilizes a variety of Amcom applications for on-call schedules and other WellSpan information.
  11. Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.
  12. Utilizes operator notes as appropriate to ensure other staff are aware of last minute changes to schedules and updates.
  13. Assists physicians with a variety of telephone inquiries and provides communication and information accordingly.
  14. Completes required annual LMS training.
  15. Other duties as assigned

Required Experience

Minimum Education:     


High School or G.E.D.



Minimum Experience:  


1-3 months customer service. Previous switchboard experience is preferred.





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.





Other combinations of formal education, training and experience may be considered.

Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,500 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 19,000 employees, and 170 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
Quality of Life

Lancaster City was the capital of Pennsylvania from 1799 to 1812. Today, Lancaster County includes a vibrant downtown business district, desirable suburban neighborhoods and sprawling agricultural farms. Life in Lancaster County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, an independent professional baseball team, fine dining and more. When visiting Lancaster, one can't help but recognizing the influence of the Pennsylvania Dutch — farm-to-table and beyond.

Conveniently located in southcentral Pennsylvania, Lancaster is within an easy commute to major cities and has ready access to public transportation. Residents can find local employment in healthcare, tourism, public administration, manufacturing, and both professional and semi-professional services. (Patient population: 535,000)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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