MH Switchboard Operator - Brown University Health

Opens/closes switchboard following standard procedure.

Screens all calls and following clinic guidelines directs appropriately to physicians other medical personnel administrators and support staff. Keeps records of switchboard function as directed.

Takes messages following guidelines related to timeliness and

Places return calls as requested.

Pages staff and makes announcements as directed.

Announces emergencies following clinic protocol.

Assists other departments as directed.

The job holder must demonstrate current competencies applicable to job position.

EDUCATION:High school diploma.

EXPERIENCE: Minimum of one year experience in switchboard operations preferably in health care setting.

REQUIREMENTS: None.

Skills and Abilities Required:

KNOWLEDGE:

Knowledge of clinic policies and procedures related to switchboard operations

Knowledge of how to operate switchboard equipment

Knowledge of customer services principles and techniques.

SKILLS:

Skill in screening and directing calls in pleasant and expeditious manner.

Skill in efficiently operating console and peripherals.

Skill in customer service by pleasantly dealing with all callers and effectively serving as clinic liaison.

ABILITIES:

Ability to adapt and learn how to use new switchboard equipment.

Ability work cooperatively as member of clinic's front-line service team.

Ability to respond to stressful/emergency situations in calm and effective manner.

Working Conditions:

ENVIRONMENTAL/WORKING CONDITIONS:

Office setting. Minimal exposure to communicable diseases.

PHYSICAL/MENTAL DEMANDS:

Must be able to sit up to 8 hours/day. Occasional stress from dealing with upset customers and/or emergency situations.

Supervisory Responsibility:

Supervises other operators/message center representatives as delegated.