Facility: Windy Hill Hospital

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SHIFT: 5:30AM-6:00PM 2-4 DAYS PER WEEK

• The unique environment of Wellstar Windy Hill Long-Term Acute Care Hospital presents specific communication challenges and demands that necessitate dedicated support to enhance patient and family experience by improving operational efficiency and staff support.

• The PBX Operator is critical in safety and emergency communication and is essential to managing high call volume and complexity.

RESPONSIBILITIES

• 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.

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
• Performs other duties as assigned
• Complies with all Wellstar Health System policies, standards of work, and code of conduct

QUALIFICATIONS

Required Minimum Education:

• High School Diploma General or Associates Other-Preferred

Required Minimum Experience:

• Minimum 1 year 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.