JOB SUMMARY
The Doctors Call Center (DCC) provides centralized communication support 12 hours per day, 7 days per week for the organization and designated outside clients. The Switchboard Operator I is responsible for accurately routing incoming and outgoing calls, contacting providers and designated personnel, processing consult calls and after-hours patient calls, coordinating emergency and priority communications, and supporting communication, safety, and operational functions in accordance with established policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Handles incoming and outgoing telephone communications, accurately routes calls to providers, departments, staff, and other appropriate parties; provides general information regarding office hours, locations, directions, and telephone numbers.
- Receives, documents, and processes consult calls and after-hours patient calls, contacting the appropriate on-call provider in accordance with established call schedules, departmental procedures, and provider-specific instructions.
- Coordinates emergency and priority communications, including Manned Response Team (MRT) calls, emergency codes, 911 calls, elevator emergencies, ER and STAT calls, and other urgent situations; initiates appropriate notifications, connections, and conference calls in accordance with established procedures.
- Utilizes established paging systems to contact providers and designated personnel in accordance with departmental procedures and established instructions.
- Maintains accurate and current DCC reference information by incorporating provider, on-call schedule, and other operational updates as they are received and communicating relevant changes to the DCC team.
- Monitors designated fire alarm panels and respond to elevator communications in accordance with established safety and escalation procedures.
- Completes and maintains accurate Message Logs and other required documentation in accordance with established departmental procedures.
CORPORATE CULTURE RESPONSIBILITIES
- Follow established corporate and department-specific policies and procedures.
- Attend all corporate and department-specific required training.
- Uphold the organization’s Purpose, Values, and Vision.
- Abide by the organization’s Corporate Culture Responsibilities.
- Perform other duties as may be assigned.
