SWITCHBOARD OPERATOR

Job Description

Overview

This position represents Confluence Health during initial Telephone, information assistance and accessing operation support services and clinical resources. This position provides a high level of customer service in a manner consistent with Confluence Health's vision, mission, goals and service standards.

Position Reports To: Contact Center Manager

Responsibilities

Provides excellence in Customer Service through efficiently and accurately directing calls to appropriate individuals and departments using a positive and friendly tone.

Handles emergency calls in a timely and effective manner in a fast paced environment.

Prioritizes, receives, analyzes and determines proper routing and handling of all calls related to fire and security issues, alarms, codes and drills.

Appropriately manages multiple modes of communication, including but not limited to: e-mail, telephones, pagers and overhead paging.

Revises on-call schedules for Clinical and Ancillary Departments.

Updates communications database.

May train to scan patient records directly into our EMR.

Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Qualifications

Required:

High level of phone and customer service experience.

Basic computer skills.

Able to read, write and communicate in English.

Desired:

Previous phone operating or dispatching experience.

Able to read, write and communicate in English and Spanish.

High School diploma or equivalent (GED).

Full-time