Switchboard Operator

JOB TITLE: Switchboard Operator

DEPARTMENT: Customer and Volunteer Services

LOCATION: Rochester General Hospital - 1425 Portland Avenue
Rochester, NY 14621

HOURS PER WEEK: 40

SCHEDULE: Monday through Friday, Standard business Hours

SUMMARY

The Switchboard Operator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and customers throughout their calling experience. Aims to always resolve customers issue; collaborates with physician offices and clinical departments to update and input on-call schedules.

RESPONSIBILITIES

• Answers incoming/outgoing/internal calls to the switchboard promptly and courteously giving priority to STAT and/or Emergency calls; determines caller needs, and as appropriate and responds.
• Monitor Emergency Radio, Fire Panel and other Alarm panels.
• Complete all work in accordance with established Government, hospital and department policy, procedures and regulations.
• Refer or connect calls to appropriate personnel, hospital department and/or service units.
• Provides over-head page for all internal and external disaster situations (Code Calls and Drills),
• Provide patient information to customers via computer access and printed reports.
• Enter Dept. schedules, update schedules as needed
• Miscellaneous duties requested by Manager within the scope of time and duties. (Exchange and troubleshoot Pagers).

REQUIRED QUALIFICATIONS

• None

PREFERRED QUALIFICATIONS

• Associates degree preferred.
• Two years customer service experience, preferably in a fast pace environment setting.
• Bilingual
• Possesses strong customer service skills and the ability to demonstrate compassion and empathy.
• Strong verbal and written communication skills including good voice quality, good diction, and articulation are required.
• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Embraces a culture of customer-centric behavior and innovation critical to success in this role.
• Must be able to work under rigorous pressure.
• Proficiency in use of computers.

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $17.25 - $18.25