Switchboard Operator at BEACON HEALTH SYSTEM in Elkhart, Indiana

Job Description:

Reports to Manager of Telecommunications. Operates clinic switchboard, provides routine information, and directs calls to appropriate area.MISSION, VALUES and SERVICE GOALS

• 
  MISSION: We deliver outstanding care, inspire health, and connect with heart.


• 
  VALUES: Trust. Respect. Integrity. Compassion.


• 
  SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Answer Calls

• Answers all internal and external calls in a friendly, courteous manner and routes them efficiently to the proper area.


• Follows regulations and guidelines for HIPAA for release of patient information.


• Provides coverage for the Information Desk after hours and weekends.

Paging

• Uses the public address system, as needed, to relay information to physicians, staff, visitors, and patients.


• Utilizes the in-house pager system whenever possible to minimize the use of the public address system.


• Accesses digital beepers to contact on-call staff upon request (i.e. Info Systems, Emergency on call staff, etc.) and monitors return call time frames.


• Completes all 'STAT' pages immediately upon request.

Other Responsibilities

• Issues all hospital codes according to hospital policy and procedure.


• Immediately responds to all alarm systems, currently monitored at the switchboard location, according to hospital policy.


• Monitors CBX and paging systems for shutdowns or repair needs.


• Reprogram beepers as requested.


• Instructs patients and staff on use of hospital phone equipment, placement of calls, etc.

Records/Documentation

• Maintains and updates listings of physician identifier numbers, beeper, and phone numbers.


• Maintains accurate list of in-house beeper assignments.


• Assists in updating listings for hospital-wide distribution.


• Keeps accurate shift log and passes on pertinent information to the relief person.


• Keeps an accurate record of on-call personnel for areas directly contacted by switchboard and of on-call physicians.


• Operates Call Detail Recording for patient information needed to route calls, physician census, and physician location.


• Contribute to the overall effectiveness of the department


• Completes other job-related duties and projects as assigned.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.


• Completes mandatory education, annual competencies and department specific education within established timeframes.


• Completes annual employee health requirements within established timeframes.


• Maintains license/certification, registration in good standing throughout fiscal year.


• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.


• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.


• Adheres to regulatory agency requirements, survey process and compliance.


• Complies with established organization and department policies.


• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.


• Cultivate human talent.


• Embrace performance improvement.


• Build greatness through accountability.


• Use information to improve and advance.


• Communicate clearly and continuously.

Education and Experience
The knowledge, skills, and abilities as indicated below are normally acquired through the successful completion of a High School Diploma or Equivalent. Previous switchboard experience is preferred.

Knowledge & Skills

• Periodic ability to perform STAT runs is also necessary.


• Alert, quick-thinking with the ability to adjust rapidly to ever changing conditions is also important in this position.


• Familiarity with switchboard console, CRT, digital beepers.


• Knowledge of all code policies; the fire panel, and all security and engineering alarms currently in use in the switchboard areas.

Working Conditions

• Be able to tolerate background noise and still concentrate.

Physical Demands

• This job requires one to sit for long periods of time.


• There are rare occasions for moderate lifting.

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