Switchboard Operator - PRN - MUSC

Job Description SummaryThe Switchboard Operator/Communications Specialist coordinates telecommunications services for an assigned geographic area of the state or performs advanced operator functions supporting the state's central telephone switch...

Job Description Summary

The Switchboard Operator/Communications Specialist coordinates telecommunications services for an assigned geographic area of the state or performs advanced operator functions supporting the state's central telephone switchboard operation. Supervises and assists attendants in the proper handling of telephone calls. Maintains directory assistance listings. Answers service-related calls for the operations center. Resolves system problems by phone or places service orders for subsequent repairs. Coordinates telecommunications services within the assigned area. Serves as liaison with vendor and agency coordinators to ensure efficient service. Reviews and verifies monthly charges; determines departmental costs.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

PRN

Cost Center

CC000796 COL - Cashiering (DMC)

Pay Rate Type

Hourly

Pay Grade

Health-23

Scheduled Weekly Hours

16

Work Shift

Job Description

Entity/Organization:  MUHA (Medical University Hospital Authority/Medical Center)

Hours Per Week: PRN (minimum of 16 hours per week), Must be able to train on first shift for 6 to 8 weeks.  Working hours are Weekends, Saturday, and Sunday, primarily 2nd shift and occasionally 3rd shifts.  Additional hours are available if desired during the week.  Holidays are required and are rotated between all available staff. 

FLSA Status: Hourly

Job Description/Summary: The Switchboard Operator operates the entire Telecommunications System PBX switchboard which includes paging of personnel and physicians, paging appropriate emergency codes and notifying personnel. Answers incoming calls. Places outgoing calls as needed. Announces the ending of visiting hours. Operates portable paging equipment when contact is made by security staff. Announces fire drills, actual fire alarms, disaster drills and actual disasters when required. Establishes a positive contact with the public by communicating precise information to families and visitors.

Facilitate all emergency codes such as Fire, BERT events, Code Lockdowns, Medical Emergencies of multiple types, including alert notifications through SPOK .   Monitor all internal alarms and notify appropriate personnel for resolution:    MRI emergency response activations, monitor Medical Supply Status panel, various Blood Bank temperature gages, Temperature gages in the Information Technology Computer room, temperate gage in the morgue, monitor the hospital Generator and Boiler alarms.  We track our 911 phone system and process all emergency calls on our code phone.   We professionally overhead page hospital announcements.   We follow hospital policies protecting patient safety, confidentiality, and HIPAA compliant regulations. 

Serves as point of contact for all internal and outside callers contacting the hospital main telephone line. Requires strong customer service skills answering and directing calls to appropriate destinations including multiple campus locations.    Call processing duties include, but are not limited by locating patients, identifying whether calls are billing related or medical records, off site office locations, material management, marketing, patient advocacy, familiar with the hours of operations of hundreds of departments and/or offices utilizing means of contacting thousands of employees.  Assist other healthcare providers and pharmacies in need of prescription verifications. 

Processes all after hours request for emergency ancillary services and facilities management such as:  Administration, Trimedx, Infectious Disease, Plant Operations, Dietary, Echo, Nuclear Medicine, Ultrasound, MRI, Pastoral Care, Social Service, Information Technology and Telecommunications.    We work closely with our hospital Nursing Administrators aiding as needed.    

Defuses customer caller complaints and if unresolvable at this level, we forward to the appropriate management or patient advocacy.   Offer directions to callers unfamiliar with facility locations.  We assist with needs for patient portal enrollment.   Assist callers having difficulty navigating any department phone trees. 

Minimum Training and Education: 

Requires strong customer service skills.  Medical terminology preferred.   This is a call-center atmosphere.  Responsibilities involve critical thinking, analytical thinking, organizational and multitasking skills.   Must be efficient with data entry and keyboard functions. 

Work Experience: Minimum of 6-months in a similar work environment.

Education: High School Degree or Equivalent

Physical Requirements: Ability to perform job functions while standing. (Frequent) Ability to perform job functions while sitting. (Frequent) Ability to perform job functions while walking. (Frequent) Ability to climb stairs. (Infrequent) Ability to work indoors. (Continuous) Ability to work from elevated areas. (Frequent) Ability to work in confined/cramped spaces. (Infrequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Frequent) Ability to squat and perform job functions. (Infrequent) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability to fully use both legs. (Continuous) Ability to fully use both hands/arms. (Continuous) Ability to lift and carry 15 lbs. unassisted. (Infrequent) Ability to lift/lower objects 15 lbs. from/to floor from/to 36 inches unassisted. (Infrequent) Ability to lift from 36 inches to overhead 15 lbs. (Infrequent) Ability to maintain 20/40 vision, corrected, in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand or at a distance. (Continuous) Ability to match or discriminate between colors. (Continuous) *(Selected Positions) Ability to determine distance/relationship between objects; depth perception. (Continuous) Ability to maintain hearing acuity, with correction. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to work in a latex safe environment. (Continuous) *Ability to maintain tactile sensory functions. (Frequent) *(Selected Positions) *Ability to maintain good olfactory sensory function. (Frequent) *(Selected Positions) *Ability to be qualified physically for respirator use, initially and as required. (Continuous) (Selected Positions)* 

Additional Job Description

Hours Per Week: PRN (minimum of 16 hours per week), Must be able to train on first shift for 6 to 8 weeks.  Working hours are Weekends, Saturday, and Sunday, primarily 2nd shift and occasionally 3rd shifts.  Additional hours are available if desired during the week.  Holidays are required and are rotated between all available staff. 

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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