JOB SUMMARY: The Switchboard Operator is responsible for receiving all phone calls and visitors, the smooth flow of daily routine duties as described below, and ensuring confidentiality of client names and treatment in all communications.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
- Use of minimum 10 line phone system
- Cordially answers telephone and greets visitors; directing all phone calls and visitors
- Assures coverage of phones while on lunch breaks. (After 5:00 PM the phones will be transferred to the Admissions Business Office
- Responsible for the prompt delivery of messages
- Directs visitors and clients as appropriate to their visit
- Recognizes proper referral needs as contacts are received whether by phone or walk- ins
- Assists in assuring deliveries are made to proper units as they are presented to the reception area
- Maintains the client sign-in sheets as they present for services
- Keeps Business Office staff informed when clients present for services
- Advises Hospital Units of client transportation arrival
- Assists Business Office and Medical Records with clerical duties and any other duties as assigned by the Hospital Administrative Assistant
- The ability to comply with the regulations requiring a workplace of dignity and respect and equal employment opportunity compliance.
- The ability to work collaboratively with others and to accept constructive criticism from supervisors and managers.
- Willingness to abide by the company's published rules and regulations
COMPETENCIES: Knowledge, Skills, Abilities, and Motivation (KSAM) required for an employee to be successful.
- Serving Our Consumers: Effectively meeting consumer needs, building productive consumer relationships, and taking responsibility for consumer satisfaction and loyalty.
- Consumer Focus: Building strong consumer relationships and delivering consumer-centric solutions.
- Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
- Age Specific: N/A
- Basic Job Readiness: Courtesy, Flexibility, Reliability, Responsiveness
- Personal Effectiveness: Communication, Interpersonal Skills, Self-Management, Thinking Skills
- Organizational/Management: Compliance, CQI Commitment, Management of Information, Organizational Participation, Safety
- Performance Specific: Crisis Management, Customer Focus
- Effective Communication: Clearly conveying information and ideas to individuals and groups in a manner that engages the audience and helps them understand and retain the message.
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
- Continuous Improvement: The ongoing process of achieving positive changes in service and processes in order to improve efficiency and quality.
- Resourcefulness: Securing and deploying resources effectively and efficiently.
- Cultivates Innovation: Creating new and better ways for the organization to be successful.
- Expertise: Demonstrating proficiency of an employee's skill or knowledge within their field of practice.
- Drives Results: Consistently achieving results, even under tough circumstances.
KNOWLEDGE AND JOB SKILLS: Ability to operate a minimum 10 line phone system. This individual must possess good telephone and interpersonal skills, be pleasant and able to maintain their composure while dealing in difficult situations yet achieve desired results with the customer. Presents a positive and professional image for the company. Has a good working knowledge of the company programs and staff as a whole in order to achieve proper referral process and goals.
PERSONAL QUALITIES: Pleasant phone voice, initiative, decisiveness and a willingness to learn and do more.
JUDGMENT/DECISION MAKING: Utilizes established corporate policies and procedures in making decisions. Uses sound judgment in meeting the responsibilities and performing the duties of the position.
EDUCATION & EXPERIENCE:
- Education: High School Diploma or equivalent.
- Experience: One year of work experience in a business office.
TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually. Other training and/or professional development may be assigned due to evolution of programs.