Communications Operator - PBX Call Center

Summary:

Operates communication equipment which includes inter and intra PBX operations. Contacts physicians/ staff by pager, two-way radio, cellular telephone or overhead page. Operates hospital information system, TTY/TTD for the hearing impaired, fax machine. Monitors CCTV security cameras, runs surveillance upon request, reports unusual/suspicious activity to security, contacts law enforcement agencies when necessary. Announces over emergency alert tone, notifies personnel, enters report in act track, on blue alerts, trauma stats, critical response teams, catch a falling stars, infant abductions, fire alarms, disasters, bomb threats, hostage situations, chemical spills, radiation emergencies & evacuations. Provides daily shift lists, camera checks, weekly Administrative on call list. Monitors Securall. Restricts and disengages patient telephones on an individual basis upon request from authorized person, as well as group restrictions/activations, on daily and nightly telephone use. Reports camera malfunction via telephone & e-mail. Works as information operator between 2100-0700. Makes announcements over PA system if approved by administration.

Responsibilities:

• Channels all incoming calls. Provides direct number as required. Connects patients, physicians and management with long distance calls. Documents international and physician toll calls.
• Responds to emergency calls following established protocols, notifies appropriate departments when alarms trigger, documents and records. Notifies personnel, physicians and clergy when deemed necessary.
• Assists callers by using audible page, digital or voice pagers, cell phone or radio.
• Operates hospital information system, TTY/TTD for the hearing impaired, act as relay operator for hearing impaired, fax, Infant alarm, ITI alarm system (blue alerts, CRT'S, trauma stats, Neonate code blues, AED alarms, Chempac alarm, and panic alarms, refrigerator, freezer and incubator alarms). AT&T 8510 (electronic & security panic alarms). Monitor and notification of fire alarm system, oxygen, nitrogen, nitrous oxide, vacuum and medical air alarms. SecurAll door access system.
• Operates and views CCTV monitors, reports unusual behavior inside or outside the hospital to security, records & documents all activities and keeps surveillance. When Santa Fe Police Department is needed Security will request PBX operator to place the call relaying all information. Reports back to security giving contact information. Reports malfunction of camera equipment via e-mail or telephone. Notifies director. Programs and operates vicon keyboard.
• Monitors and controls OB stairwell door air-phone, employee patio entrance & PBX entrance. Access is given only if proper identification is made. Monitors and controls dock entrance doors. Before allowing entry the operator gets the name of the person, the company and the destination. All information is documented.
• Restricts patient telephones from incoming calls nightly or upon special request by an authorized person. Removes restriction in a.m. for incoming calls. When a restriction is placed on a patient's phone the operator documents information and when restriction is released, documentation is removed.
• Notifies security for emergency situations or upon request for inside and outside calls.
• Checks cameras daily. Documents any problems in act track, reports to Advantage by e-mail, cc's Director and supervisor of the department.
• Provides appropriate employee and patient information, according to procedures. Daily shift lists, weekly and weekend "on call" lists are made and posted at each position. Reviews and updates all pertinent information in binder located at position #3. Posts daily census. Maintains and posts interpreter list daily.

Customer Relations:

• Exhibits behaviors and actions that create a high level of patient/customer satisfaction, positive patient/customer relations, and respect for the patient's/customer's rights needs, and confidentiality.
• Demonstrates effective communication and human relations skills, which promote harmony and teamwork.
• Presents behaviors and actions that maintain the hospital's credibility, integrity, and positive image.
• Demonstrates behaviors and actions that support the mission, goals, and operations of the hospital and which contribute to continuous service improvement.

Other Responsibilities:

• Assists with special projects as assigned.
• Accurately interprets and communicates Human Resources Policies and Procedures.
• Exhibits flexibility, adapting readily to changes in the work environment or work schedule.
• Maintains a positive attitude, even during periods of stress.
• Assumes responsibility for professional growth and development.
• Complies and adheres to all CSV policies.
• Maintains positive attendance and communicates in advance any absence from work.
• Adheres to all patient and environmental safety policies and procedures.

Requirements:

Education:

• High school or equivalent required.

Certifications/Licenses:

• N/A

Skills:

• Telephone etiquette skills, computer skills, effective communication skills including the ability to speak clearly and audibly with acceptable voice quality.
• Ability to maintain composure during stressfully demanding periods required. Bilingual preferred.

Experience:

• Communications/switchboard experience preferred.

Work Schedule:

MULTIPLE SHIFTS AVAILABLE

Work Type:

Full Time