Job Information
Tufts Medicine Switchboard Operator - evenings in Melrose, Massachusetts
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Job Profile Summary
This role focuses on providing administrative and business support to the organization in order to achieve operational goals. In addition, this role focuses on performing the following General Administration duties: Produces documents, collects, records, sorts and files information, handles mail, prepares routine reports, makes travel arrangements, arranges appointments, responds to inquiries, data entry, and operates office equipment. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.
Job Overview
This position works under general supervision and is responsible for the ongoing and uninterrupted flow of calls utilizing electronic telephone consoles and dual mode computerized page and directory system. Ensures the efficient flow of communication such as incoming calls, pages, emergency messaging, voice and text messages.
Job Description
Minimum Qualifications:
High School diploma or equivalent.
Six (6) months' experience in a call center/telecommunications environment.
Preferred Qualifications:
- One (1) year of experience as an operator on a similar type of switchboard system in a healthcare setting.
Duties and Responsibilities : The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.
Responds to all incoming calls and directs calls to appropriate locations within the facility using appropriate telephone etiquette and customer-friendly communication skills, responds to all
Channel all incoming calls, provides direct numbers as required.
Understands the disaster drills/codes of the hospital, can respond to all alarms, TTY calls and contact the appropriate personnel, including calling 911 or interpreter services
Reacts quickly and accurately to: disaster plan implementation, cardiac arrest alarms, fire alarms, respiratory alarm, security alarm, power failure alarm, pharmacy alarm, blood bank alarm and maintenance alarms.
Monitors emergency lines for urgent situations.
Responds to emergency calls for physicians, maintaining records of who is on call for all specialties and how they are to be reached on a daily basis.
Accesses computer for information on patients, screening calls to floors and patient rooms as requested.
Communicates and interacts effectively with Medical Staff and personnel, University faculty, patients, employees, students and general public.
Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment
May coordinate internal transport requests.
May inform telephone company repair service of any trouble lines reported by hospital personnel.
May maintains the hospital Post Mortem Register Book, overseeing the proper signing of certificates and notification to funeral directors.
May be responsible for accurate physician and personnel paging, assigning in house pagers and maintaining records of all long distance pagers.
May assist in maintaining and care of department equipment and supplies.
Maintains required records and statistics as directed.
Connects inside callers with outgoing lines when appropriate, maintains long distance outgoing call log.
Physical Requirements:
Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.
Requires manual dexterity using fine hand manipulations.
Requires ability to see computer screen and reports.
Workstation space is limited; narrow aisles.
Noise level can be high at times - multiple conversations at one time.
High stress factor with department activity.
Skills & Abilities:
Good interpersonal skills including patience, courtesy and cooperation.
Ability to interact with the medical staff and employees.
Ability to function independently using standard procedures, problems lacking clear precedent are usually reviewed with the Supervisor.
Ability to memorize and retain information pertinent to the job.
Ability to perform repetitive tasks with constant interruptions.
Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org .