Description 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. Requirements EDUCATION/EXPERIENCE REQUIREMENTS • Minimum education requirement is a high school diploma or GED. KNOWLEDGE, SKILLS AND ABILITIES • Effective customer service, interpersonal, verbal, and written communication skills, with close attention to detail. • Professionalism, integrity, and adaptability in carrying out assigned responsibilities and responding to changing operational needs. • Computer proficiency and the ability to learn and effectively utilize new applications, equipment, and processes. • Effective listening skills and the ability to accurately receive, understand, and communicate information. • Dependability, accountability, and effective organizational skills in carrying out assigned responsibilities. • Ability to effectively prioritize and manage multiple tasks in a fast-paced environment with frequent interruptions. • Sound judgment and the ability to make appropriate decisions within established procedures with minimal supervision. • Ability to remain calm and professional while effectively responding to emergencies, urgent matters, and other high-pressure situations. PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS • Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally) • Standing/Walking: Occasionally; activity exists up to 1/4 of the time • Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time • Ability to look at a computer screen for extended periods. • Ability to perform constant repetitive hands and finger motions. • Ability to work in various positions (sitting, bending, and reaching) for extended periods of time. • Talking (Must be able to effectively communicate verbally): Yes • Seeing: Yes • Hearing: Yes EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS • Must exhibit stable work behaviors daily. • Must possess adequate individual coping skills. • Ability to remain calm and professional regardless of workload or time constraints. • Must be able to work under stress and remain calm and professional. WORK ENVIRONMENT • Call Center/Dispatch office environment • Exposed to frequent and constant interruptions in daily functions/schedule. • Must be available to customers and staff throughout the day. • May be required to work extended hours to meet department needs.