Switchboard Operator at Rochester Regional Health – ROCHESTER, New York

SUMMARY

As a Switchboard Operator, your superior interpersonal and organizational skills, along with your dedication to customer service is vital to ensuring overall customer satisfaction.

STATUS: Full-time

LOCATION: Unity Hospital

DEPARTMENT: UH Switchboard

SCHEDULE: 2:30 pm - 11 pm, and 8:30 am - 5:00 pm (T, W, TH, F,& SUN)

RESPONSIBILITIES

• Possesses strong customer service skills and the ability to demonstrate compassion and empathy.
• Good voice quality, good diction, and articulation are required.
• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Must be able to work under rigorous pressure.
• Embraces a culture of customer-centric behavior and innovation critical to success in this role.
• Answers incoming/outgoing/internal calls to the switchboard promptly and courteously giving priority to STAT and/or Emergency calls; determines caller needs, and as appropriate and responds.
• Monitor Emergency Radio, Fire Panel and other Alarm panels.
• Complete all work in accordance with established Government, hospital and department policy, procedures and regulations.
• Refer or connect calls to appropriate personnel, hospital department and/or service units.
• Provides over-head page for all internal and external disaster situations (Code Calls and Drills).
• Provide patient information to customers via computer access and printed reports.
• Enter Dept. schedules, update schedules as needed.
• Miscellaneous duties requested by Manager within the scope of time and duties. (Exchange and troubleshoot Pagers).

Required Qualifications:

• None

Preferred Qualifications:

• Two (2) years customer service experience, preferably in a fast pace environment setting
• Demonstrated compassion, empathy and customer service skills
• Strong verbal and written communication skills, including excellent diction and articulation
• Ability to multitask and work under rigorous pressure
• Proficient in use of computers; must be able to type a minimum of 35 wpm
• Bilingual preferred; able to pass a language proficiency assessment within 30 days of hire

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $17.25 - $19.88

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.