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Switchboard Operator

Company: Northern Arizona Healthcare
Location: Flagstaff
Posted on: January 5, 2020

Job Description:

The Switchboard Operator/Dispatcher is responsible for all hospital switchboard operations. The Operator/Dispatcher provides customer service by performing administrative telephone answering duties. The Operator/Dispatcher utilizes appropriate multi-line telephone equipment to answer basic and/or routine questions and route or transfer calls to appropriate destinations. The Operator/Dispatcher is responsible for receiving, coordinating, and disseminating critical information from and to multiple sources/resources within acceptable time frames.Dispatching

  • Performs overheard paging, in-house paging, and announcements.
  • Monitors and responds to alarms systems (code blue, code yellow, code pink, code phone, access control, emergency call boxes, duress alarms, blood bank and OR refrigerator temperatures, STAT call, Chem Pack alarm). Notifies appropriate personnel or agencies. Maintains accurate documentation of all codes/alarms per procedure.
  • Participates in drills such as code pink, code red, etc.
  • Utilizes the emergency notification system when a major incident occurs and a command system needs to be implemented.
  • Monitors multiple security screens (Multiple video monitors, access control monitor, and Switchboard monitor).
  • Monitors and responds to the radio for Security, Facilities, and Plant Operations.
  • Maintains knowledge of all security officers and their availability.
  • Operates as dispatch for Security Officers, monitors radios for Facilities and Plant Operations when they request assistance on the Security radio channel. Includes entering incoming calls and logging dispatched officer calls.
  • Relays rescue updates from Guardian air to Security for helicopter arrival times so Security can assist with off loading patients.
  • Identifies reportable events and dispatches accordingly.Communications
  • Operates a multi-line telephone device. Responds verbally and uses TDD (text telephone device for hearing or speech impaired) to communicate with callers.
  • Answers, evaluates and prioritizes incoming administrative line telephone calls, communicates effectively with callers obtaining complete and accurate information to determine the need(s) of the caller.
  • Operates a computer terminal and retrieves information from various computerized resources to respond to queries and answer questions.
  • Performs patient searches and answers and/or relays questions regarding patient location and visitation privileges, utilizing in-house computer. Updates changes in extensions and procedures.
  • Provides 411 assistance for employees, patients and community.
  • Provides assistance to information desk as needed.
  • Completes proper transfers or connections for incoming, outgoing and inter-office calls. Sends, routes, relays or refers callers or messages to the appropriate division or employee.Monitoring
    • Monitors surveillance systems for security purposes and also support security by reviewing past events which provides critical information for patient/visitor safety.
    • Monitors a variety of communications equipment to ensure proper function. Assists in troubleshooting as required and reports failures or problems with any system. Tests equipment as needed.
    • Coordinates access control alarms with the appropriate surveillance cameras.Documentation
    • Logs and searches lost and found items for patients in the Lost and Found data base.
    • Updates the on-call list in PBX and maintains log of names of patients who expire at the hospital.
    • Maintains repair and other supply logs.
    • Updates information in operators log books.
    • Utilizes PC for data entry, reports, and statistical retrieval.
    • Prepares reports for director as requested.High School Diploma or GED- RequiredExperience Sufficient prior experience with multi-line telephone or switchboard operations- RequiredMinimum typing speed of 35 words per minute- RequiredExperience with Microsoft Windows workstation environments and MS Office products (i.e., MS Word, MS Excel, etc.)- PreferredRequisition ID: 2019-6466 Street: 1200 N, Beaver St. Full Name: First Last: DAWN JOHNSON Email Address: dawn.johnson@nahealth.com Shift: Days

Keywords: Northern Arizona Healthcare, Flagstaff , Switchboard Operator, Other , Flagstaff, Arizona

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