HOSPITAL--PBX/ PHONE OPERATOR - Idaho Falls - job 958085

Mountain View Hospital Llc

Date: 07/22/2021

City: Idaho Falls, Idaho

Employment type: Full-time

JOB SUMMARY: The Phone Operator/PBX courteously answers the phone by greeting the caller, identifying the clinic and self, and then directing calls to the appropriate recipient. Directs patients and their guests with appropriate information and does so in a courteous and professional manner. Maintains confidential interactions with patients and their guests. Responds to emergency situations appropriately and according to training.



DUTIES AND RESPONSIBILITIES:


The Phone Operator/PBX:


1. Answer single or multiple incoming/outgoing calls and route accordingly on a complex phone system by:


a. Greeting callers with an appropriate salutation in a confident, unhurried and cheerful tone.


b. Identifying the hospital.


c. Identifying self.


d. Asking questions to determine a caller’s needs such as “How can I help you?” or “What can I do for you?”


e. Does not use questions such as “Can I help you?” or “What do you need?”


f.Routes calls to the appropriate person or department.


2. Understands and applies, as directed, regulations related to the Emergency Medical Treatment and Active Labor Act (EMTALA).


3. Return calls as necessary and effectively.


4. Leaves clear and informative voicemail messages.


5. Communicates general information to appropriate personnel, patients or guests. Ensures propriety information is not disclosed.

6. Maintains an organized workspace and functions well during stressful periods or situations.


7. Treats all persons with respect and dignity, including but not limited to: patients, families, guests, vendors, physicians, employees, etc.


8. Ensures patient records or other patient information is kept confidential.


9. Maintains good working relationships, both within the department and with other departments.


10. Manages and operates equipment safely and correctly.


11. Attends training and staff meetings as required.


12. Assists QA as necessary in responding to emergency alarms by:


a. Identifying source of alarm.


b. Communicating the code and location of the alarm over the hospital intercom.


c. Communicating evacuation or “all clear” instructions over the hospital intercom.


13. Any other duties assigned by Supervisor or Manager.


14. The employee is required to comply with all PCI standards and other company policies and procedures for payment card acceptance and security.



QUALIFICATIONS:

Education/Certification: High School graduate or equivalent. Current BLS certification including training on defibrillators and renewal as required.


Experience
: No experience in phone operations required. Excellent customer service skills and the ability to work well with others, maintain a positive attitude and the ability to communicate effectively and professionally required.

Equipment/Technology: Business machines operation required and proficient in MS Office and Excel. Has the ability to learn complex phone systems and hospital information system.


Language/Communication:
Must be a great listener and have the ability to communicate expertly and appropriately in English with a diverse group of people.


Mathematical Skills:
Basic math.


Mental Capabilities:
Must be even-tempered and able to make sound decision and judgments. Must have the ability to prioritize multiple and competing customer and staff needs.


Interpersonal:
Must have excellent interpersonal skills by treating others with politeness and civility.


Performance:
Strives for daily excellence in all verbal and non-verbal communications





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