Position Summary:

Responsible for the effective operation of the Hospital’s main switchboard, computerized paging system and physician’s answering service in a pleasant, courteous manner to project and positive impression to all our callers

Principal Duties & Essential Functions:

1. Exemplifies the values of New England Baptist Hospital and the ROSE philosophy.
2. Complies with all New England Baptist Hospital policies and the Code of Excellence. Maintains a safe and clean work environment.
3. Answer all incoming lines on switchboard console and connect to appropriate extension in an efficient and courteous manner using proper phraseology, following prescribed guidelines
   1. To answer the phone in a polite and professional manner. Listen to call and respond in a warm, friendly and courteous manner.  Tone of voice must be of professional quality
4. Every call should begin with the proper phraseology and end with the callers needs being met.
5. Operators are expected to be familiar with names, extension numbers, ID numbers and terminology which pertain to specific shift
6. Pages must be complete : full name and number-
7. Name and call back number on all “meet me” calls
8. Check queue and the activity of the other operators in the room before making yourself unavailable for any reason.
9. Operator is to be at position at least 5 minutes before you are due to sign in.
10. Breaks are taken when assigned unless there is a shortage of operators or heavy call traffic that requires a change by the supervisor or senior operator
11. Refer difficult callers to the supervisor or senior operator.
12. Respond to code calls quickly, efficiently, and accurately. Following procedure.
13. Take answering service and doctor coverage accurately
14. Answering service responsibilities
    1. Take office instructions correctly and document on system accurately
    2. Screen calls according to individual office instructions and perform the appropriate action
    3. Take messages for  or page the appropriate doctor or person including the name of the caller, the reason for the call and a return number
    4. Must interact well with other operators including passing along and picking up general messages when leaving or returning to position.
15. Responsible for operational functions which may vary per shift:
16. Record repair requests and notifies appropriate service personnel.
17. Plans time away from work appropriately:
18. Arrives and leaves at designated times.
19. Perform other duties during down times