Facility: Douglas Hospital

Job Summary:

Functions under the direction of the PBX Supervisor or designee. Responsible for the functions of the switchboard and patient information areas. This includes the efficient operation of the phones/switchboard, pager and paging system. Assists patients, their families, physicians and staff with general information. Monitor all emergency systems. Serve as the main source of communication during hospital emergencies, such as codes etc. Direct visitors, guests and family members to their requested destinations. May be called upon to assist with monitoring/putting away supplies, retrieving mail, updating directory/manual, training and representing our department as pertains to performance improvement (PI). Maintain a high level of professionalism and customer service, which supports the Wellstar's system customer service initiatives. May be called upon to perform other duties and responsibilities as required.

Core Responsibilities and Essential Functions:

Quality Safety - Timely answering all phone calls received at the main hospital line - Ability to maintain composure under stressful situations - Prioritize calls to the CODE phone over all other assignments - Document all calls outside normal inquiry and routing volumes - Participate in all Emergency Announcements and follow departmental emergency protocol Customer Service - Project a positive attitude both in person and over the phone - Able to route calls to the correct location without delay - Maintain professional appearance at all times - Maintain courteous and friendly demeanor towards all customers - Serve as hospital greeter - Assist all customers on way finding throughout the campus General - Attend Mandatory staff meetings - Complete annual assessment and education - Participate on hospital drills - Train new hires on the role and assigned job functions - Participate in holiday rotation - Other duties as assigned

Required Minimum Education:

High school diploma Required and Associate's Degree Preferred

Required Minimum License(s) and Certification(s):

Additional Licenses and Certifications:

Required Minimum Experience:

12 months call center or customer service experience, preferably in a health care setting Required

Required Minimum Skills:

Excellent customer service skills, excellent written and verbal communication skills, must possess a clear and professional voice for calls and announcements, must be proficient in basic computer skills and systems utilized by the Communicative Services Department. Able to work in a high-volume area, detail oriented and possess problem-solving skills. Demonstrated professionalism, effective communication skills and active listening skills. This individual must project a positive attitude via the phone and in person.