Switchboard Coordinator

Department: 11597 Advocate Sherman Hospital - Switchboard Status: Full time Benefits Eligible: Yes Hou rs Per Week: 40 Schedule Details/Additional Information: Weekdays 6a-2:30p (ideally). The coordinator does cover gaps in the schedule if they exist (all shifts). 24/7 they are expected to be available for questions or problems that may occur. The switchboard only has 1 operator working overnight. If someone were to get sick overnight, the coordinator would be expected to come in. Pay Range: $19.80 - $29.70 Major Responsibilities: Assists manager with operational duties, performance improvement and/or process design activities. 1)Provides one on one direction in regards to departmental updates, alterations to work flow, written consults, etc. in order to maintain a high accuracy level 2)Compiles daily and monthly statistics including individual operator statistics as well as department statistics as needed 3)Notifies manager of any disciplinary problems involving communication operators 4)Acts as a trouble shooter to alleviate problems with disgruntled physicians, patients, other departments in relation to communications department 5)Reviews and approves time cards in ReportXpress system 6)Monitors departmental scheduling including vacation requests/PTO approval; as well as, breaks & lunch schedules 7)Oversees monthly operator audits both written and over-the-phone, providing immediate feedback and direction to individual operators 8)Maintains answering service account information up-to-date on a regular basis by keeping good communication with each office manager Responsible for answering incoming calls (both internal and external) and process to appropriate department, patient room or person. 1)Provides general information to callers, the general public and hospital personnel needing assistance (i.e. phone numbers, appropriate departments, locations and meetings, etc.) 2)Places long distance calls for hospital approved personnel and local calls which cannot be dialed from areas that are restricted for outgoing calls 3)Responds to all alarms (i.e. Code Red, Code Triage, Code Blue, etc.) for fire and disasters as appropriate 4)Communicates to Public Safety, Emergency Room, Building Operations and other areas when there are emergency situations in the hospital 5)Learn, comply with and support the policies, procedures, standards and expectations for the department and hospital Responsible for operating the page system in house and long range for the medical staff, house staff and hospital personnel, both pager and overhead. 1)Process page requests on the digital and voice pagers 2)Programs pager requests using telecommunications software 3)Process all emergency pages for the code teams 4)Provides reports of the long range pages or overhead calls regarding emergencies, codes, alarms and requested documentation as needed 5)Provides department and nursing stations with information from on call schedules, pager numbers and physician’s office numbers 6)Announces overhead page system codes and their location Utilize department computers and various computer applications to obtain information, provide information to internal and external customers, and maintain information in computer data bases. 1)Obtain and disseminate hospital information from computer applications for customers (internal/external) 2)Update computer bases as information changes to assure that customers obtain the most accurate information 3)Perform clerical duties/data entry as directed by department manager. (Microsoft Office, AMCOM, American Messaging, Everbridge) Performs duties as assigned by department manager or director. 1)Performs tasks based on need of department (work group assigned tasks) 2)Performs basic repairs, investigates reported problems, attends assigned education activities, etc. 3)Performs any other tasks as assigned by manager or director Assists manager with operational duties, performance improvement and/or process design activities. (Accountability A continued...) 1)Supports and develops departmental goals and vision 2)Acts as a role model to fellow associates using the Advocate Behaviors of Excellence as a guide 3)Supports and enforces hospital and departmental policies and procedures 4)Acts as point person for problems or inquiring dealing from other hospital departments 5)Performs job duties in such a manner that patients waiting/answering incoming call times do not exceed the established standard 6)Assures customers confidential information is handled according to established guidelines, policies and procedures 7)Maintains professional composure and demeanor under stressful situations at all times 8)Exceeds service expectations in problem solving, trouble-shooting or obtaining needed information for customers 9)Promotes customer service standards and expectations within the department of communications and serve as role models for fellow associates 10)Call instances of excellence or non-compliance to the attention of the appropriate supervisor or department head Assists manager with operational duties, performance improvement and/or process design activities. (Accountability B continued...) 1)Promotes increased utilization of ASH services by maintaining customer-focused behavior and responses to all customers 2)Promotes patient safety be reporting of issues through established channels and participating as requested in safety initiatives 3)Fills in as an operator on the switchboard to cover vacations, illnesses, midnight call-ins, etc. Education/Experience Required: • High school diploma + • 4-5 years experience in customer service in a healthcare setting. • 2 years previous lead/coordinator experience or demonstrated leader potential • At least 6 mos. – 1 year PBX experience • 1-2 years PBS software experience • 1-2 years call center experience • Knowledge of medical terminology preferred Knowledge, Skills & Abilities Required: • Excellent customer service skills • Excellent communication skills • Excellent ability to work within a team setting • Proficient computer skills including spreadsheets, Microsoft Word, Excel and PowerPoint • Detailed oriented. • Strong interpersonal skills. • Strong organizational skills • Ability to delegate assignments efficiently. • Ability to act in a lead capacity • Accurate typing of 50+ wpm preferred • Bilingual preferred. N/A Physical Requirements and Working Conditions: • The candidate must be highly customer service orientated. • Must be able to work effectively as a team member • Must be able to work under very stressful situations, handle difficult people, etc. • Ability to work flexible hours to accommodate staffing needs. • Ability to work weekends, holidays and different shifts in order to accommodate staffing needs, is required. • Ability to direct and make decisions regarding peer group. • High degree of one-on-one contact with patients, physicians, all levels of Advocate Sherman Hosptial, other Advocate facilities, and any health related facility as deemed necessary. n/a This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation • Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training • Premium pay such as shift, on call, and more based on a teammate's job • Incentive pay for select positions • Opportunity for annual increases based on performance Benefits and more • Paid Time Off programs • Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability • Flexible Spending Accounts for eligible health care and dependent care expenses • Family benefits such as adoption assistance and paid parental leave • Defined contribution retirement plans with employer match and other financial wellness programs • Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.