MH Switchboard Operator

SUMMARY

Responsible for handling incoming calls. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers, and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

RESPONSIBILITIES

KEY RESPONSIBILITIES

• Opens/closes switchboard following standard procedure.
• Screens all calls and following clinic guidelines directs appropriately to physicians, other medical personnel, administrators, and support staff. Keeps records of switchboard function as directed.
• Takes messages following guidelines related to timeliness.
• Places return calls as requested.
• Pages staff and makes announcements as directed.
• Announces emergencies following clinic protocol.
• Assists other departments as directed.
• The job holder must demonstrate current competencies applicable to job position.

MINIMUM QUALIFICATIONS

REQUIRED QUALIFICATIONS

EDUCATION: High school diploma.

EXPERIENCE: Minimum of one year experience in switchboard operations, preferably in a health care setting.

REQUIREMENTS: None.

Skills and Abilities Required

KNOWLEDGE:

• Knowledge of clinic policies and procedures related to switchboard operations
• Knowledge of how to operate switchboard equipment
• Knowledge of customer service principles and techniques.

SKILLS:

• Skill in screening and directing calls in a pleasant and expeditious manner.
• Skill in efficiently operating console and peripherals.
• Skill in customer service by pleasantly dealing with all callers and effectively serving as clinic liaison.

ABILITIES:

• Ability to adapt and learn how to use new switchboard equipment.
• Ability to work cooperatively as a member of the clinic's front-line service team.
• Ability to respond to stressful/emergency situations in a calm and effective manner.

Working Conditions

ENVIRONMENTAL/WORKING CONDITIONS

Office setting. Minimal exposure to communicable diseases.

PHYSICAL/MENTAL DEMANDS

Must be able to sit up to 8 hours/day. Occasional stress from dealing with upset customers and/or emergency situations.

Supervisory Responsibility

Supervises other operators/message center representatives as delegated.

Pay Range

$17.33-$25.26

Location

Morton Hospital - 88 Washington Street Taunton, Massachusetts 02780

Work Type

Per Diem

Work Shift

Variable

Driving Required

No

Union

1199 Seiu United Healthcare Workers East

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.