Job Summary: The PBX/Operators are responsible for operating the main hospital phone system console.  Operators must appropriately answer and direct all internal and external phone requests.  Additional responsibilities include assisting in monitoring fire and code alarms, and maintaining/updating Operator documentation concerning hospital and departmental procedures/events as it relates to Communications.

Key Responsibilities / Essential Functions

1. Maintains high degree of knowledge in all areas related to departmental operations; provides day-to-day operational guidance.
2. Ensures staff proficiency; provides on-the-job training and new hire orientation.
3. Maintains staff schedule and ensures adequate coverage based on call volume; occasionally working each shift.
4. Monitors to ensure complete and accurate Communications documentation; responds to requests for documentation regarding events such as codes, fire alarms, where the Communications department was involved.
5. Operates Unify Telephone System Console according to procedures.
6. Receive calls, answer questions of callers, relay calls, and effectively use paging systems.
7. Follows procedures to complete the Switchboard paging log for each paging request.
8. Document in logbook unusual events or outages and report to appropriate Hospital Staff according to procedure.
9. Facilitate/communicate requests for hearing impaired accommodations for patients to the Service Excellence Department.
10. Utilize computerized programs to expedite the relay of calls.
11. Monitor and respond to alarms and codes according to policy.
12. Responds to “on call personnel” requests.
13. Reviews and understands Emergency Plans and responds accordingly.
14. Maintains confidential information follows HIPAA regulations, and disposes of confidential forms according to policy.

Minimum Knowledge, Skills, Experience Required: Working knowledge of PBX telephone system operations; keyboarding skills; Quality voice tone.

Education:  High school diploma

Experience:  Previous healthcare and/or PBX experience highly desirable