Overview:
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.
Responsibilities:
Key Responsibilities / Essential Functions
Maintains high degree of knowledge in all areas related to departmental operations; provides day-to-day operational guidance.
Ensures staff proficiency; provides on-the-job training and new hire orientation.
Maintains staff schedule and ensures adequate coverage based on call volume; occasionally working each shift.
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.
Operates Unify Telephone System Console according to procedures.
Receive calls, answer questions of callers, relay calls, and effectively use paging systems.
Follows procedures to complete the Switchboard paging log for each paging request.
Document in logbook unusual events or outages and report to appropriate Hospital Staff according to procedure.
Facilitate/communicate requests for hearing impaired accommodations for patients to the Service Excellence Department.
Utilize computerized programs to expedite the relay of calls.
Monitor and respond to alarms and codes according to policy.
Responds to “on call personnel” requests.
Reviews and understands Emergency Plans and responds accordingly.
Maintains confidential information follows HIPAA regulations, and disposes of confidential forms according to policy.
Qualifications:
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
About Us:
Our Mission: Provide quality care and services that will improve the health of those we serve.
Our Vision: To be one of the best health care providers in our region and consistently strive to provide clinical and service excellence.
Our Values:
· Integrity: Be consistent, honest, and fair in everything we do.
· Excellence: Exceed the standards in service, clinical, and financial performance.
· Innovation: Promote creativity to enhance patient care and hospital performance through a team environment.
· Accountability: Take responsibility and ownership for our actions and their outcomes.
· Compassion: Be aware of the needs of others.
· Safety: Eliminate or minimize potential harm to patients, visitors, physicians, and employees.
The Employee Promise: As an employee, I am committed to doing my part to fulfill the mission, vision, and values of Decatur Morgan Hospital.
I will provide my patients, guests, coworkers, physicians, and customers with the highest quality of service and ensure their needs are met with the utmost courtesy and respect.
This commitment must be reflected in my behavior.
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