Job Description

General Summary

Provides hospital telecommunication services through the operation of a telephone console and related communication equipment. Serves as an advanced operator and departmental resource by ensuring accurate and efficient routing of internal and external communications, supporting emergency response procedures, and assisting with training, workflow coordination, and problem resolution. Promotes effective communication and operational continuity while demonstrating a high level of independent judgment and performance.

Shift

Full Time, Days, 6a-2p with rotating holidays and weekends.

Duties and Responsibilities

Essential Functions:

• Operator Duties: • Performs all Switchboard Operator I responsibilities with a high level of accuracy, efficiency, and professionalism. • Independently manages complex, high-priority, or sensitive calls and communication situations. • Ensures timely and appropriate routing of communications throughout the organization. • Serves as a resource to staff by providing guidance on communication processes and workflows.
• Emergency Response Duties: • Executes hospital emergency code procedures confidently and in accordance with established protocols. • Supports coordination of communications during high-volume or critical events. • Serves as a resource to team members during emergency situations to ensure proper response procedures are followed.
• Paging and On-Call Support Duties (Hospital-Based): • Maintains and troubleshoots paging systems and on-call communication workflows. • Ensures accuracy of hospital on-call schedules and proper communication routing. • Assists staff in resolving paging, contact, or communication issues.
• Training and Mentorship Duties: • Trains new staff on switchboard systems, protocols, and departmental workflows. • Provides ongoing guidance, support, and instruction to team members. • Reinforces adherence to established policies, procedures, and service expectations.
• Operational and Workflow Support Duties: • Assists with real-time workflow coordination, call distribution, and prioritization of tasks. • Supports staffing needs, including adjustments for breaks, lunches, and schedule coverage. • Helps maintain productivity and service levels during peak volume or high-demand periods.
• Problem Solving and Escalation Duties: • Addresses and resolves service issues, communication breakdowns, and operational challenges. • Applies sound judgment in situations requiring deviation from standard procedures. • Escalates issues appropriately and collaborates with leadership as needed.
• Quality Improvement and Department Support Duties: • Identifies opportunities for improvement in processes, workflows, and communication practices. • Participates in departmental initiatives, updates, and special projects. • Serves as a knowledgeable resource for team members and leadership.
• Cross-Training and Flexibility Duties: • Maintains proficiency across assigned systems, sites, and functional responsibilities. • Demonstrates flexibility and adaptability to meet changing operational needs.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 1 year Experience in current Access Operations Department. Required

Knowledge, Skills, and Abilities:

• Acceptable ratings achieved annually on Call Observations.
• Above average verbal skill is required to communicate with the public.
• Required knowledge of basic computer skills.

Benefits Offered:

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)

Benefits & Incentives

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