Beacon Health System
Overview
Join to apply for the
Switch Board Operator (MHO)
role at
Beacon Health System . Reports to Manager, Ambassador & Communication Services (and Administrative Nursing Supervisor after hours). Under general supervision, performs responsibilities at the information desks or the switchboard area. Uses the Xtend Communications Medicall Intelligent Console technology and provides world class service to process incoming phone calls to Memorial Hospital and Beacon Health System's communications systems. Answers the Transfer Direct line and facilitates unit-to-unit, ER-to-ER, and B-to-C transfer processes as appropriate. When at the information desks, provides effective patient information telephone coverage and assists Hospital guests by providing a variety of information. Provides call processing, dispatch and answering services for various departments. Responds to emergency systems and alarms by following established procedures. In all areas of responsibility, acts as a representative of the Hospital and Beacon Health System and strives to make a good first impression.
Responsibilities
Serve as a first contact for phone calls received into the communication system and for persons who come into Hospital's main entrance.
Effectively use the Xtend Communications Medicall Intelligent Console system to answer and route a high volume of calls to the Hospital's and Beacon Health System's main numbers in a timely manner using appropriate scripting.
Answer and direct calls from within the Hospital campus and from courtesy phones; assess all calls with current knowledge of the organization and services.
Receive, process and dispatch calls/requests for Security, Laundry, Engineering, Maintenance, Telecommunications, Bio-Medical and Nutritional Services.
Provide accurate information to callers, patients, visitors and staff using available resources (e.g., computer screens, flip files) including admitting procedures, directions, visiting hours, parking information, physician practices and schedules.
Ensure confidentiality is observed and voice level is appropriate in sensitive situations.
Maintain awareness of hospital activities to provide information and answer questions; provide phone support to physicians upon request.
Provide call support for Beacon Health System's Extension 7200 line.
Act as a centralized call station and maintain updated scheduling information for on-call team members from various departments and agencies.
Provide primary support for Hospitalists and after-hours answering for Memorial's Pain Clinic and related patients; provide on-call information for departments during evenings and weekends.
Utilize the Xtend Medicall System for call handling and messaging; perform direct paging and operate multi-tone pagers as required.
Perform routine clerical duties as directed and assist with training of new Communication Clerks as directed.
Redirect mail for discharged patients and validate parking for clergy, volunteers, visitors and patients as appropriate.
Schedule use of bulletin boards within the hospital.
Transfer Direct Calls
Answer incoming calls on the 7777 line immediately and follow the provided script.
Use critical thinking and active listening to assess and direct calls.
Connect sending facility or requesting agency to helicopter dispatch; maintain up-to-date transfer protocol information.
Handover information to the next Transfer Direct operator at change of duty.
Auto-accept cases on behalf of Memorial Hospital that meet criteria set by the Medical Emergency Transport Committee.
Emergency and Non-Emergency Response
Recognize and record the type of emergency or non-emergency and follow proper procedures at the switchboard and information desks.
Maintain understanding of emergency situations and follow proper procedures; communicate information to Nursing Supervisor, Engineer and Security as needed.
Remain composed and use good judgment in stressful situations.
Work Area and Equipment
Maintain an orderly work area and report equipment replacement needs to the Manager.
Enter work orders as needed in the intranet system.
Ensure wheelchairs are available at the Information Desk.
Organizational Responsibilities
Attend and participate in department meetings and be accountable for information shared.
Complete mandatory education, annual competencies and department-specific education within established timeframes.
Maintain required health requirements and licenses/certifications in good standing; comply with universal precautions and regulatory requirements.
Available to work overtime or additional shifts as required.
Beacon Way and Qualities
Commitment to Beacon’s six-point Operating System: innovation, talent, performance improvement, accountability, information-driven decisions, and clear communication.
Education And Experience
High school diploma or equivalent preferred; minimum age 17; previous relevant experience (e.g., customer service, telephone usage) preferred.
Knowledge & Skills
Verbal communication skills with clear diction and enunciation to convey information to patients, visitors, physicians and team members.
Effective phone usage skills to process information accurately.
Interpersonal and communication skills to interact professionally with diverse individuals.
Ability to prioritize and handle emergency situations; basic typing/keyboard skills; data entry is desirable.
Good listening skills with sensitivity to non-native English speakers; reading/comprehension to process information and training materials.
Willingness to learn and grasp operational concepts; ability to maintain confidentiality.
Working Conditions
Busy office and hospital lobby environment with contact with individuals under stress.
Ability to work varying shifts, including weekends and holidays; adaptable to scheduling needs.
Physical Demands
Physical ability and stamina to sit for prolonged periods, lift up to 15 pounds, push wheelchairs, etc.
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Switch Board Operator (MHO)
role at
Beacon Health System . Reports to Manager, Ambassador & Communication Services (and Administrative Nursing Supervisor after hours). Under general supervision, performs responsibilities at the information desks or the switchboard area. Uses the Xtend Communications Medicall Intelligent Console technology and provides world class service to process incoming phone calls to Memorial Hospital and Beacon Health System's communications systems. Answers the Transfer Direct line and facilitates unit-to-unit, ER-to-ER, and B-to-C transfer processes as appropriate. When at the information desks, provides effective patient information telephone coverage and assists Hospital guests by providing a variety of information. Provides call processing, dispatch and answering services for various departments. Responds to emergency systems and alarms by following established procedures. In all areas of responsibility, acts as a representative of the Hospital and Beacon Health System and strives to make a good first impression.
Responsibilities
Serve as a first contact for phone calls received into the communication system and for persons who come into Hospital's main entrance.
Effectively use the Xtend Communications Medicall Intelligent Console system to answer and route a high volume of calls to the Hospital's and Beacon Health System's main numbers in a timely manner using appropriate scripting.
Answer and direct calls from within the Hospital campus and from courtesy phones; assess all calls with current knowledge of the organization and services.
Receive, process and dispatch calls/requests for Security, Laundry, Engineering, Maintenance, Telecommunications, Bio-Medical and Nutritional Services.
Provide accurate information to callers, patients, visitors and staff using available resources (e.g., computer screens, flip files) including admitting procedures, directions, visiting hours, parking information, physician practices and schedules.
Ensure confidentiality is observed and voice level is appropriate in sensitive situations.
Maintain awareness of hospital activities to provide information and answer questions; provide phone support to physicians upon request.
Provide call support for Beacon Health System's Extension 7200 line.
Act as a centralized call station and maintain updated scheduling information for on-call team members from various departments and agencies.
Provide primary support for Hospitalists and after-hours answering for Memorial's Pain Clinic and related patients; provide on-call information for departments during evenings and weekends.
Utilize the Xtend Medicall System for call handling and messaging; perform direct paging and operate multi-tone pagers as required.
Perform routine clerical duties as directed and assist with training of new Communication Clerks as directed.
Redirect mail for discharged patients and validate parking for clergy, volunteers, visitors and patients as appropriate.
Schedule use of bulletin boards within the hospital.
Transfer Direct Calls
Answer incoming calls on the 7777 line immediately and follow the provided script.
Use critical thinking and active listening to assess and direct calls.
Connect sending facility or requesting agency to helicopter dispatch; maintain up-to-date transfer protocol information.
Handover information to the next Transfer Direct operator at change of duty.
Auto-accept cases on behalf of Memorial Hospital that meet criteria set by the Medical Emergency Transport Committee.
Emergency and Non-Emergency Response
Recognize and record the type of emergency or non-emergency and follow proper procedures at the switchboard and information desks.
Maintain understanding of emergency situations and follow proper procedures; communicate information to Nursing Supervisor, Engineer and Security as needed.
Remain composed and use good judgment in stressful situations.
Work Area and Equipment
Maintain an orderly work area and report equipment replacement needs to the Manager.
Enter work orders as needed in the intranet system.
Ensure wheelchairs are available at the Information Desk.
Organizational Responsibilities
Attend and participate in department meetings and be accountable for information shared.
Complete mandatory education, annual competencies and department-specific education within established timeframes.
Maintain required health requirements and licenses/certifications in good standing; comply with universal precautions and regulatory requirements.
Available to work overtime or additional shifts as required.
Beacon Way and Qualities
Commitment to Beacon’s six-point Operating System: innovation, talent, performance improvement, accountability, information-driven decisions, and clear communication.
Education And Experience
High school diploma or equivalent preferred; minimum age 17; previous relevant experience (e.g., customer service, telephone usage) preferred.
Knowledge & Skills
Verbal communication skills with clear diction and enunciation to convey information to patients, visitors, physicians and team members.
Effective phone usage skills to process information accurately.
Interpersonal and communication skills to interact professionally with diverse individuals.
Ability to prioritize and handle emergency situations; basic typing/keyboard skills; data entry is desirable.
Good listening skills with sensitivity to non-native English speakers; reading/comprehension to process information and training materials.
Willingness to learn and grasp operational concepts; ability to maintain confidentiality.
Working Conditions
Busy office and hospital lobby environment with contact with individuals under stress.
Ability to work varying shifts, including weekends and holidays; adaptable to scheduling needs.
Physical Demands
Physical ability and stamina to sit for prolonged periods, lift up to 15 pounds, push wheelchairs, etc.
#J-18808-Ljbffr