Switchboard Operator - Signature Healthcare

Signature Healthcare is Southeastern Massachusetts’ premier local provider of quality, personalized medical services. We are comprised of the award-winning not-for-profit Signature Healthcare Brockton Hospital; Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 18 ambulatory locations. We believe our distinctive Signature Healthcare team approach is the way healthcare should be: medical professionals across many locations communicating and collaborating, taking advantage of technologies and resources to make a difference in the lives and health of our patients.

Position Summary:

Under the direction of the Director, Telecommunications, Lead Switchboard Operator, and / or Charge Operator (if applicable) operates a Switchboard and Communication system in a Hospital environment. Manages a professional relationship with all related stakeholders, as it relates to Switchboard and Communication functions, including, but not limited to, Brockton Hospital, Signature Medical Group, physicians, visitors, and employees.

Location: 680 Centre Street, Brockton, MA

Department: Telecommunications

This is a full-time position. Alternating holidays required / as needed.

Responsibilities:

Provides all responsibilities and duties of a Switchboard Operator for Signature Healthcare. The requirements listed below are representative of knowledge, skill, education, experience, and / or ability to perform this position successfully.

· Ability to solve practical problems and deal with a variety of variables in situations where only limited standardizations may exist.

· Ability to interpret a variety of instructions furnished in written, oral, diagram, schedule, or electronic format.

· Must be able to make reasonable and appropriate judgement in communications and actions with all stakeholders including but not limited to Patients, Physicians, Staff members, outside agencies, and vendors.

· Front Information Desk management and operation, which may include providing assistance, guidance, and direction to Visitors, Staff, Patients, etc. via phone and / or direct person-to-person interaction.

· Process incoming and outgoing calls in a professional, courteous, and efficient manner.

· Provide information regarding the condition of Patients via the Medicall and Meditech system(s), ensuring Patient confidentiality at all times.

· Provide relay services for hearing impaired callers.

· Utilize pager and overhead paging system(s) to communicate information to the appropriate personnel and / or general public.

· Monitoring and managing the Signature Healthcare Emergency Line and initiate established emergency procedures, which may include but are not limited to: Code-Red Rapid Response Code Amber Bomb Threat Code-Blue Code Help Code Silver Code-Orange Code-7 Code Pink Conflict Resolution Emergency Operations Plan

· Coordinates closely with the Security and Maintenance Teams to address issues as needed, using twoway radios and other communication methods as appropriate.

· Assist with monitoring communication equipment (phone system etc.) for proper operation, and reporting any system malfunctions including but not limited to: Phone System Failure Pager System Failure Overhead Paging System Failure Medicall Failure.

· Assist with communications methods during equipment malfunctions should they occur using established downtime procedures (Power Failure Phones, Emergency Cell Phones, Overhead Paging, Alertus System, etc.).

· Maintains awareness of on-call lists and personnel.

· Operation areas of the Switchboard include the Telecommunication’s Office and Front Information Desk.

· Participates in team and inter / intra department meetings regarding operations, quality improvement initiatives, and patient satisfaction as it relates to Switchboard functions.

· Supports Charge Operator, Lead Operator, and / or Telecommunications Director in effectively responding to customer and stakeholder questions and concerns.

· Demonstrates respect and regard for the dignity of all stakeholders, including patients, families, visitors, and fellow employees, to ensure a professional, responsible, and courteous environment. o Commits to recognize and respect cultural diversity for all customers (internal and external). o Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

· Manages customer service complaints for matters pertaining to Switchboard and Communication functions and activities. Alerts Charge Operator, Lead Operator, and / or Telecommunications Director of customer service issues should they arise, as appropriate.

· Maintains up-to-date logs of on-call schedules for personnel and departments, as appropriate for Switchboard functions.

· Collaborates with internal Telecommunication’s staff on service related issues (includes equipment malfunctions etc.).

· Interfaces with internal service ticket system (Cherwell) for entering Telecommunications service tickets and change requests as appropriate.

· Interfaces with NEC MAT Terminal Software for basic changes to the phone system (call forwarding etc.) as directed by the Charge Operator, Lead Operator, and / or Telecommunications Director.

· May interface with other communication systems as directed by the Charge Operator, Lead Operator, and / or Telecommunications Director.

· Interfaces with the Switchboard Medicall database application.

· May collaborate with Telecommunication’s equipment or carrier vendors as appropriate to resolve problems, or initiate changes, as directed by the Charge Operator, Lead Operator, and / or Telecommunications Director.

· Maintains extensive knowledge of hospital software and application usage necessary to perform position responsibilities, including, but not limited to the Medicall application, Meditech application, and Outlook email.

· Assists Charge Operator, Lead Operator, and / or Telecom Director in monitoring the performance of, troubleshooting, and make necessary service calls to appropriate vendor organizations for repairs and service on all telecommunications systems (i.e., NEC SV9500 phone system, in-house and external Pager System, Call Accounting system, NEC MAT Terminal, AVST Voice Mail System, Verizon, Windstream, Comcast, Cell Phone vendor Sprint / Verizon, two way radio vendor BearCom, etc.).

· Provide basic instructions to Signature Healthcare associates for all telecommunications systems including, but not limited to, Switchboard operations, Pager, Telephone, and Voice Mail usage, etc.

· General hours may vary depending on agreed upon schedule. Note: working hours may include any hours including days, evenings, overnights, weekends, and holidays, depending on department shift needs and workloads. Should an emergency situation arise, Operator may be required to stay beyond their scheduled shift time until said emergency has been resolved and / or controlled.

· Attends training sessions and remain current on issues relating to the Switchboard / Telecommunications field.

· Performs other duties as assigned

BASIC KNOWLEDGE/SKILLS/APTITUDE/EXPERIENCE:

·Must possess deductive reasoning, analytical and problem-solving skills. Must be able to work with other Signature Healthcare personnel in order to obtain necessary data and work in teams to achieve objectives.

· Ability to think strategically and work independently; requires initiative, judgment and ability to operate in a politically charged environment.

· Must have oral and written communication skills to effectively provide support and analysis to all levels of the organization.

· Solid time management skills a must.

· Must have the ability to be able to work under pressure and maintain a professional demeanor.

Education/Experience/Licenses/Technical/Other:

PI254941968