PBX Communication Operator

POSITION SUMMARY

 

The PBX Operators provide accurate, courtesy, timely, phone service to physicians, visitors, customers and  hospital staff. Reports to the Communications Lead and to the Director of Security, Safety & Communications.

 

QUALIFICATIONS

 

Demonstrates ability to answer phones, takes action in emergency situations.

Document and relay messages.  Ability to deal effectively with customer, patients and staff.  Computer knowledge and typing skills. Exceptional inter personal skills.  Customer Service skills.  Ability to do various task and able to speak, read and write English.

 

EDUCATION/EXPERIENCE

 

High School Diploma or equivalent. Minimum of 6 month to 1 year PBX experience as a PBX Operator, or receptionist. Strong Customer service skills in a hospital or related industry.

 POSITION SPECIFIC STANDARDS

ASSESSMENTDemonstrate knowledge and accurate use of the NEC 2400 switchboard system.Answer and complete all phone calls with a courteous, respectful professional tone of voiceDemonstrate knowledge and use of the voice mail, beeper-paging system.Demonstrates knowledge of the Fire and all alarm systems in the hospital.Demonstrates knowledge of the hospital computer Affinity information systemHas accurate use of the Public Address Voice Paging System

PLANNINGAnswers and transfers calls to the appropriate departmentBeeper pages physicians and hospital staff personnel and relays messages.Monitors hospital fire and alarm systemsProvides general and specific information to a wide variety of the public sector, physicians, patients and hospital staff.Responsible for activating the various types of codes in the hospital.Provides a call sheet with names, times and phone numbers of the main key on call personnel to emergency room receptionist night operator after PBX closing hours.Assists in transferring out going calls for physicians, hospital staff and patients.Assists in the connections of operator assistance calls, Toll Calls and International Calls for all patients, Hospital Staff, Customers and Physicians.

IMPLEMENTATIONActively seeks ways to improve level of performance.All calls are answered within 3 rings or within a timely manner.Answers calls to Hospital with PHLB Policy Procedures (example”Good morning, Pacific Hospital, this is (stating you name), how may I Assist you”)Speaks courteously and respectfully to all customers using calm, even tone of voice and with a smile.Demonstrates skill and ability to deal effectively with patients, Customers, staff in various situations.