Switchboard Operator

The Lead PBX/Dispatcher assists the Supervisor and Director in planning, organizing and directing the activities of the PBX/Dispatching department.

Operational/Leadership
* Provides guidance and training to less experienced PBX/Dispatchers.

* Assists Security Supervisors with sensitive investigations.

* Attends mandatory meetings in place of Security Supervisors when needed.

* Facilitates hospital-wide instructional training, for both PBX/Dispatcher and other staff members.

* Available as part of the “On call Supervisor” schedule.

* Acts as liaison with both AC and Charge RN’s.

* Maintains training records, and PBX/Dispatch scheduling.

 
Dispatching
* Performs overhead paging, in-house paging, and announcements.

* Monitors and responds to alarms systems (code blue, code yellow, code pink, code phone, access control, emergency call boxes, duress alarms, blood bank and OR refrigerator temperatures, STAT call, Chem Pack alarm).

* Notifies appropriate personnel or agencies of alarms. Maintains accurate documentation of all codes/alarms per procedure.

* Participates in drills such as code pink, code red, etc.

* Utilizes the emergency notification system when a major incident occurs and a command system needs to be implemented.

* Monitors multiple security screens (multiple video monitors, access control monitor, and Switchboard monitor).

* Monitors and responds to the radio for Security, Facilities, and Plant Operations.

* Maintains knowledge of all security officers and their availability.

* Operates as dispatch for Security Officers, monitors radios for Facilities and Plant Operations when they request assistance on the Security radio channel. Includes entering incoming calls and logging dispatched officer calls.

* Relays rescue updates from Guardian air to Security for helicopter arrival times so Security can assist with off-loading patients.

* Identifies reportable events and dispatches accordingly.

 
Communications
* Operates a multi-line telephone device. Responds verbally and uses TDD (text telephone device for hearing or speech impaired) to communicate with callers.

* Answers, evaluates and prioritizes incoming administrative line telephone calls, communicates effectively with callers obtaining complete and accurate information to determine the need(s) of the caller.

* Operates a computer terminal and retrieves information from various computerized resources to respond to queries and answer questions.

* Performs patient searches and answers and/or relays questions regarding patient location and visitation privileges, utilizing in-house computer. Updates changes in extensions and procedures.

* Provides 411 assistance for employees, patients and community.

* Provides assistance to information desk as needed.

* Completes proper transfers or connections for incoming, outgoing and inter-office calls. Sends, routes, relays or refers callers or messages to the appropriate division or employee.

 
Documentation
* Logs and searches lost and found items for patients in the Lost and Found data base.

* Updates the on-call list in PBX and maintains log of names of patients who expire at the hospital.

* Maintains repair and other supply logs.

* Updates information in operators log books.

* Utilizes PC for data entry, reports, and statistical retrieval.

* Prepares reports for director as requested.

 
Compliance/Safety
* Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

* If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job-specific training in the specified time frame.

Education
High School Diploma or GED- Required

Certification & Licensures

Experience
Minimum of 2 years dispatching experience- Required (preference for experience at FMC)

Sufficient prior experience with multi-line telephone or switchboard operations- Required

Minimum typing speed of 35 words per minute- Required

Experience with Microsoft Windows workstation environments and MS Office products (i.e., MS Word, MS Excel, etc.)- Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.