Switchboard Operator - Administrative

Ampcus, Inc

sick time

United States, California, Santa Monica

Nov 09, 2024

SUMMARY STATEMENT: The main duties include, but, not limited to, answering and re-directing, on a yearly average, over 1 million incoming telephone calls to the Medical Centers, provide Patient Information, Department Information and On Call Schedule information as requested by callers. Process routine and emergency calls. Activate and dispatch emergency response personnel for all Hospital and Ambulatory Areas for emergencies and disasters. Handle calls for Faculty Answering Service clients; handle overflow call support for the ISS Customer Care line. Handle routine and emergency calls for the Health Systems Support Services Center. Monitor and report various Emergency Alarm Systems as well as triage and report all Elevator Malfunctions. Process urgent messages for the Radiology Department for Critical Test Results. As the first point of contact for incoming calls to the medical center, it is expected that all Customer Service Initiatives are followed and adhered to at all time. It is also expected that all departmental and hospital policies, which include Operational, Technical and Emergency protocols, are followed.
TYPE OF SUPERVISION RECEIVED:
Amount of Time	Duties and Tasks

	1. EQUIPMENT OPERATION
10%	Coordinate and prioritize calls on an electronic telephone, PC and emergency two-way radio system. Answer telephone calls on an Electronic Business Telephone: Take proper information (name, telephone number, location, and/or message) to accurately process all calls. Make telephone connections and transfers. Operate inpatient switchboard, answer incoming calls, routinely relay patient location information transfer callers to patient s telephone number and assist patients with special instructions. Answer and process calls for using protocol specific for R-NPH. Answer Medical Center Information lines, screen and refer outside inquiries regarding Medical Enterprise to the appropriate location. Answer and process routine calls on miscellaneous direct telephone lines between the ED, OR, and Main Information Desks.
10%	Handle routine and emergency calls on all equipment according to procedure: Voice page staff members over P.A. Operator FCC licensed radio page, process calls over an integrated computer telephone system. Answer and process emergency calls on miscellaneous direct telephone lines between the ED, OR, and Main Information Desk.
2%	Uses care in operation of all departmental equipment, takes responsibility in securing all issued equipment as headsets when not on duty. Immediately notifies the on duty supervisor when equipment malfunctions occur. Does not process personal phone calls from departmental lines.
2%	Process calls for doctor/patient communication: Dial outside number and make connections, record International calls under FAS #56929.
	2. INTERPERSONAL EFFECTIVENESS
5%	Assist callers in a helpful and courteous manner. Able to interact humanistically with patients, visitors, doctors, hospital staff, and co-workers; Practices active listening techniques.
5%	Demonstrates effective teamwork skills. Skill in communicating with co-workers and supervisors with respect and consideration; working in a cooperative and collaborative manner. Committed to Quality and Customer Service Initiatives. Able to work with frequent interruptions and to attend to many details in a short span of time. Able to remain calm and perform effectively under intense working conditions.
2%	Able to work on self-directed basis; follows both verbal and written supervisory directions and instructions.
2%	Accepts constructive Supervisory comments and feedback of work performance.
	3. FILE USAGE
1%	Notifies supervisor of all information changes.
5%	Use established computer files for locating names, radio page numbers, locations (personnel, departments, offices, patient room information) and other associated files and records. Use discretion and maintain confidentiality of designated file information.
10%	Proper use of on call schedules for referring calls to requested service and/or on call individual.
	4. DEPARTMENTAL POLICY & PROCEDURE
5%	Read, review, understand and follow departmental procedures for all STATS and Emergencies handled by Communications. Read and review all departmental, campus-wide and system-wide memos and e-mails pertaining to employees.
	5. OBSERVE DEPARTMENTAL STANDARDS AND REQUIREMENTS IN WORK SCHEDULE COMMITMENTS
5%	Meets departmental attendance standards to miss no more than 6% of hours scheduled on duty due to non-scheduled absences (sick leave, personal emergencies, etc.)
5%	Meets departmental punctuality standards and is no more than 5% late of the scheduled work shifts.
	6. FACULTY ANSWERING SERVICE
5%	Answer and process calls for the Faculty Answering Service by following departmental policy and procedures.
	7. OTHER DUTIES
1%	Able to Process Help Desk Calls such as resetting mainframe password, resetting Network ID s, and other minor technical computer problems.
	8. CI-CARE/PATIENT EXPERIENCE: My Commitment to Care
10%	Observe and practice all the Service Standards listed in the World Class Practices (which I have read and signed). Practice C-I-CARE when interacting with patients, their families, visitors, or internal customers. Connect with the patient and family members by addressing them as Mr./Ms., or by the name that they prefer. Introduce yourself and your role. Communicate what you are going to do, how long it is going to take, and how it will impact the patient. Ask and anticipate patient and/or family needs, questions or concerns. Respond to patient and/or family questions and requests with immediacy. Exit courteously and/or with an explanation of what will come next (or when you will be back to check on them). Practice C-I-CARE phone etiquette during all phone interactions Always exercise courtesy whenever patients, family members, visitors and co-workers are present. Respect privacy and dignity of our patients, family members, visitors and co-workers. Maintain professionalism in the presence of patients, their families, visitors and co-workers Observe departmental Patient Experience plan, competencies and practices. Act as a role model, verbally and behaviorally demonstrating skill, enthusiasm, positive problem solving, commitment and loyalty to the profession and the organization. Participate in positive problem solving by providing suggestions and possible solutions to identified concerns/problems in the work place. Follow Customer Service Scripts Comply with Health System Workplace Conduct Policy Engaging in disruptive behaviors that interfere with or prevent normal work functions or compromise patient safety, including passive or active behaviors will not be tolerated as stated in the HS Workplace Conduct Policy. Comply with Health System Dress Code Policy and practices
	9. INSTITUTIONAL AND/OR PROFESSIONAL STANDARDS
5%	Comply with HIPAA and Confidentiality Policies and Procedures as they apply to the job Comply with Department of Public Health (DPH), The Joint Commission and other accreditation and regulatory agencies standards Adhere to all Hospital Policies and Procedures Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures as described in the annual education module Demonstrates adherence to the requirements for using the electronic health record Demonstrates understanding of institutional and department specific emergency management procedures/responsibilities to maintain personal, patient, and co-worker safety, maintains competencies in these areas, and participates in disaster/emergency related exercises and education. Demonstrates commitment to ISS Core Values, which include Integrity, Accountability, Customer Centered, Teamwork and Balance.
	10. CYBERSECURITY TRAINING REQUIREMENT
5%	Completed mandatory training required.
	11. PERFORMANCE IMPROVEMENT
5%	Adhere to current organizational Performance Improvement priorities Participate in quality studies through data collection and dashboard data collection Make recommendations and take actions to improve structure, system or outcomes