Telecom Operator
Aya Healthcare, Attleboro, MA, United States
Switchboard Operator
The Switchboard Operator is responsible for managing the hospital's central communication systems, ensuring all incoming and outgoing calls are handled promptly, accurately, and courteously. This role serves as a critical communication link between patients, families, hospital staff, and emergency response teams. The Switchboard Operator operates the phone console, overhead paging, and emergency alert systems, and provides timely support during urgent or code situations. The position requires strong customer service skills, attention to detail, and the ability to remain calm and effective in a fast paced healthcare environment.
Education/Training: High school diploma or equivalent (GED) required.
Required Qualifications and Skills: Minimum of 1 year of experience in customer service, call center or switchboard experience ideally in healthcare or hospital environment. Ability to operate multi-line telephone systems, paging systems, and communication equipment. Strong verbal communication and interpersonal skills, with the ability to interact professionally with patients, visitors, physicians, and staff. Ability to work in a fast-paced environment while managing multiple calls and requests simultaneously. Basic computer proficiency, including the ability to navigate electronic directories, hospital systems, and standard office software. Demonstrated attention to detail and accuracy when routing calls and relaying information. Ability to maintain confidentiality of patient and organizational information in accordance with HIPAA and hospital policies. Ability to remain calm and respond appropriately during emergency situations, including activation of hospital emergency codes. Strong organizational and problem-solving skills with the ability to prioritize tasks effectively.
Preferred Qualifications and Skills: Prior experience in a hospital, healthcare facility, or medical office setting. Familiarity with hospital emergency code procedures and paging systems. Experience using hospital communication systems, electronic directories, or electronic health record (EHR) systems. Demonstrated ability to manage high call volumes while maintaining professionalism and accuracy. Strong customer service background, particularly in patient-facing or service-oriented environments. Experience coordinating communication with clinical staff, security, and hospital departments in a fast-paced environment.
Essential Job Functions: Operate the hospital's central telephone switchboard system, answering and directing incoming calls in a professional and timely manner. Route calls to appropriate departments, physicians, staff, or patient rooms while ensuring accuracy and confidentiality. Provide general information to callers regarding hospital services, visiting hours, department locations, and contact information. Respond to and activate emergency codes and alerts in accordance with hospital emergency procedures and communication protocols. Monitor multiple communication systems, including phone lines, paging systems, overhead announcements, and emergency notification systems. Perform overhead paging for physicians, clinical staff, and hospital announcements when necessary. Maintain accurate logs and documentation of calls, emergency alerts, and communications as required by hospital policy. Assist patients, visitors, and staff by responding to inquiries and directing them to the appropriate resources. Ensure confidentiality of patient and hospital information in compliance with HIPAA and organizational policies. Collaborate with security, nursing units, and other departments to ensure effective communication during routine operations and emergency situations. Maintain a calm and professional demeanor while handling high call volumes and urgent situations. Report communication system issues or operational concerns to supervisors or the appropriate department.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Age and Diversity Related Criteria: Consistently treats patients, colleagues and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics and cultures.
Ability to Fulfill Job Expectations: Must have the ability to perform the essential functions of the position, including required work hours, locations and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.
Physical Demands: Mostly sitting while working at a computer and phone console. Frequent hand and finger use for typing and operating communication equipment. Ability to see computer screens and written information clearly. Ability to hear callers, alarms, and overhead announcements. Clear speaking ability for phone and in-person communication. Occasional standing, walking, reaching, or bending. May occasionally lift or move items up to 10 pounds. Ability to focus, multitask, and respond calmly in a fast-paced or emergency environment.
The Switchboard Operator is responsible for managing the hospital's central communication systems, ensuring all incoming and outgoing calls are handled promptly, accurately, and courteously. This role serves as a critical communication link between patients, families, hospital staff, and emergency response teams. The Switchboard Operator operates the phone console, overhead paging, and emergency alert systems, and provides timely support during urgent or code situations. The position requires strong customer service skills, attention to detail, and the ability to remain calm and effective in a fast paced healthcare environment.
Education/Training: High school diploma or equivalent (GED) required.
Required Qualifications and Skills: Minimum of 1 year of experience in customer service, call center or switchboard experience ideally in healthcare or hospital environment. Ability to operate multi-line telephone systems, paging systems, and communication equipment. Strong verbal communication and interpersonal skills, with the ability to interact professionally with patients, visitors, physicians, and staff. Ability to work in a fast-paced environment while managing multiple calls and requests simultaneously. Basic computer proficiency, including the ability to navigate electronic directories, hospital systems, and standard office software. Demonstrated attention to detail and accuracy when routing calls and relaying information. Ability to maintain confidentiality of patient and organizational information in accordance with HIPAA and hospital policies. Ability to remain calm and respond appropriately during emergency situations, including activation of hospital emergency codes. Strong organizational and problem-solving skills with the ability to prioritize tasks effectively.
Preferred Qualifications and Skills: Prior experience in a hospital, healthcare facility, or medical office setting. Familiarity with hospital emergency code procedures and paging systems. Experience using hospital communication systems, electronic directories, or electronic health record (EHR) systems. Demonstrated ability to manage high call volumes while maintaining professionalism and accuracy. Strong customer service background, particularly in patient-facing or service-oriented environments. Experience coordinating communication with clinical staff, security, and hospital departments in a fast-paced environment.
Essential Job Functions: Operate the hospital's central telephone switchboard system, answering and directing incoming calls in a professional and timely manner. Route calls to appropriate departments, physicians, staff, or patient rooms while ensuring accuracy and confidentiality. Provide general information to callers regarding hospital services, visiting hours, department locations, and contact information. Respond to and activate emergency codes and alerts in accordance with hospital emergency procedures and communication protocols. Monitor multiple communication systems, including phone lines, paging systems, overhead announcements, and emergency notification systems. Perform overhead paging for physicians, clinical staff, and hospital announcements when necessary. Maintain accurate logs and documentation of calls, emergency alerts, and communications as required by hospital policy. Assist patients, visitors, and staff by responding to inquiries and directing them to the appropriate resources. Ensure confidentiality of patient and hospital information in compliance with HIPAA and organizational policies. Collaborate with security, nursing units, and other departments to ensure effective communication during routine operations and emergency situations. Maintain a calm and professional demeanor while handling high call volumes and urgent situations. Report communication system issues or operational concerns to supervisors or the appropriate department.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Age and Diversity Related Criteria: Consistently treats patients, colleagues and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics and cultures.
Ability to Fulfill Job Expectations: Must have the ability to perform the essential functions of the position, including required work hours, locations and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.
Physical Demands: Mostly sitting while working at a computer and phone console. Frequent hand and finger use for typing and operating communication equipment. Ability to see computer screens and written information clearly. Ability to hear callers, alarms, and overhead announcements. Clear speaking ability for phone and in-person communication. Occasional standing, walking, reaching, or bending. May occasionally lift or move items up to 10 pounds. Ability to focus, multitask, and respond calmly in a fast-paced or emergency environment.