Phone Operator | PRN

Description

White Rock Medical Center is a community-based hospital located near the historic White Rock Lake community, that serves the Dallas, Garland, Mesquite and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient and emergency medicine.

Our mission is to deliver exceptional healthcare with compassion and excellence.

White Rock Medical Center is seeking compassionate, care-minded individuals to join our company and make a difference. As a member of the White Rock Medical Center team, you can advance your skills while working in a supportive and patient focused environment.

Job Summary

The Phone Operator (PBX) is responsible for managing incoming and outgoing telephone communications, directing calls to the appropriate departments, and providing professional and courteous customer service to patients, visitors, employees, and external callers.

This position plays an essential role in supporting hospital operations by ensuring timely and accurate communication, including announcing emergency codes over the hospital's intercom system. The Phone Operator must demonstrate excellent communication skills, a positive attitude, dependability, attention to detail, and the ability to remain calm and professional in a fast-paced healthcare environment.

Must be available for: Weekday/Weekends/Rotating Shifts and Overnight Shifts.

Essential Functions

• Answer incoming telephone calls promptly, professionally, and courteously.
• Direct and transfer calls to the appropriate departments, staff members, or extensions.
• Prioritize incoming calls and respond to urgent requests in a timely manner.
• Monitor and prioritize calls received on the designated CODE phone, ensuring emergency communications take precedence over routine calls.
• Announce hospital emergency codes over the intercom/overhead paging system, including Code Blue, Fire, and other emergency alerts, following established hospital protocols.
• Initiate and coordinate emergency communications, including notifying appropriate emergency response teams and personnel.
• Operate the hospital's PBX telephone system, intercom, and overhead paging equipment.
• Assist patients, visitors, and staff with general information, telephone inquiries, and hospital directory assistance.
• Maintain accurate and updated department extensions, telephone directories, and emergency contact information.
• Follow established procedures for paging hospital personnel and communicating emergency announcements.
• Maintain confidentiality of patient, employee, and hospital information in accordance with HIPAA and hospital policies.
• Provide excellent customer service while maintaining a professional and positive attitude.
• Report telephone or paging system malfunctions to the appropriate department.
• Maintain a clean, organized, and professional work environment.
• Perform other duties as assigned by the Manager.

Behavioral Standards

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.

Communication/Knowledge

• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.

Collaboration/Teamwork

• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

Requirements

Experience

• 1 year working in a healthcare environment with PBX switchboard
• 6 months experience entry level IT Helpdesk role

Education

• GED or High School diploma
• Some college preferred