At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Job Summary:

The Switchboard Operator serves as a representative for a hospital-based, multiple function call center. The Switchboard Operator is responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective and efficient manner. The Switchboard Operator operates the paging service as part of the Amcom messaging system. The Switchboard Operator monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures. The Switchboard Operator is responsible for over 100+ answering service clients (physicians and hospital departments,) paging correct on call providers. Other duties as assigned and attends meetings and educational classes as required.

Switchboard Operator - St. Mary's Hospital

Essential Job Functions:

Answers incoming calls for Bon Secours Virginia and Answering Services. Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints. Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion. Requires the ability to receive and convey information in a clear and concise manner. Takes complete and accurate messages.

Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public. Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol. Appropriately routes calls to additional resources as indicated. Responds to all codes urgently and maintains an accurate record of all emergency codes. Performs all overhead paging in a pleasant and professional manner.

Maintains and updates current on call schedules for the answering service and various hospital departments, using the Amcom On-Call scheduling system. Contacts appropriate on call personnel in a calm, timely and efficient manner

Displays adequate knowledge (through retention and use of resources) of BSV and medical terminology as evidenced by direct observation and random monitoring. Stays abreast of changes, new areas and/or services within BSV. Informs management of required database updates.

Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings. Displays a positive attitude at all times.

Maintains the confidentiality of all data, including patient, employee and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols.

Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours Virginia.

Reports all equipment trouble to appropriate person and calls equipment vendor when IS Telecommunications equipment is in need of repair. Dispatches Maintenance/Engineering or Security personnel via radio patching to convey messages and/or repairs.

Assist Lead Operators in the training of new operators.

Supports the mission and values of BSHSI and adheres to all hospital and department policies and procedures.

Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Education:

• High School Diploma/GED preferred

Skills & Abilities:

• Work requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level; with a minimum of six months of recent customer service experience in a call center environment, medical call center preferred.

• Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner. Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations. Also requires the ability to appropriately handle angry and/or distressed callers.

• Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients and the public. Also requires the ability to perform as a team member and work under pressure.

• Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment.

• Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after hours and weekends. Individual must work with little or no supervision.

• Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications.

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans

Prescription drug coverage

Flexible spending accounts

Life insurance w/AD&D

Employer contributions to retirement savings plan when eligible

Paid time off

Educational Assistance

And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com