SUMMARY:

Responsible for handling incoming calls.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

RESPONSIBILITIES:

KEY RESPONSIBILITIES:

• Opens/closes switchboard following standard procedure.
• Screens all calls and following clinic guidelines directs appropriately to physicians, other medical personnel, administrators and support staff. Keeps records of switchboard function as directed.
• Takes messages following guidelines related to timeliness and
• Places return calls as requested.
• Pages staff and makes announcements as directed.
• Announces emergencies following clinic protocol.
• Assists other departments as directed.
• The job holder must demonstrate current competencies applicable to job position.

MINIMUM QUALIFICATIONS:

REQUIRED QUALIFICATIONS:

• EDUCATION:High school diploma.
• EXPERIENCE: Minimum of one year experience in switchboard operations, preferably in health care setting.
• REQUIREMENTS: None.

Skills and Abilities Required:

KNOWLEDGE:

• Knowledge of clinic policies and procedures related to switchboard operations
• Knowledge of how to operate switchboard equipment
• Knowledge of customer services principles and techniques.

SKILLS:

• Skill in screening and directing calls in pleasant and expeditious manner.
• Skill in efficiently operating console and peripherals.
• Skill in customer service by pleasantly dealing with all callers and effectively serving as clinic liaison.

ABILITIES:

• Ability to adapt and learn how to use new switchboard equipment.
• Ability work cooperatively as member of clinic's front-line service team.
• Ability to respond to stressful/emergency situations in calm and effective manner.

Working Conditions:

ENVIRONMENTAL/WORKING CONDITIONS:

• Office setting. Minimal exposure to communicable diseases.

PHYSICAL/MENTAL DEMANDS:

• Must be able to sit up to 8 hours/day. Occasional stress from dealing with upset customers and/or emergency situations.

Supervisory Responsibility:

• Supervises other operators/message center representatives as delegated.

Pay Range: 

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Work Type:

Work Shift:

Driving Required:

Union: