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Switchboard Operator

Employer
Altru Health System
Location
Grand Forks, ND
Salary
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Job Details

Job Summary

Responds to emergencies/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation including tracking of 911 calls to dispatch. This position handles all communication in a prompt, accurate, and courteous manner both over the phone and in-person. The representative initiates and manages interactions with on-call personnel and coordinates and assists with paging appropriate personnel as directed. The Guest Services Operator acts as a resource for families by answering questions and directing them to services they may need primarily over the phone.
Essential Job Functions
Proactively helps identify service needs within Altru Health System (i.e. cafeteria, restrooms, telephone, etc.) and outside of Altru Health System (i.e. convenient restaurants, hotels, shopping locations, and community attractions).

Positively greets and accurately communicates information to all patients and guests arriving at Altru Health System. Initiates and implements all aspects of service excellence utilizing good judgment in providing companionship/escort services as deemed appropriate while ensuring all patient/guest needs are met. Handles all communication over the phone or in person in a prompt, accurate, timely and courteous manner.

Responds to all emergency/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation. Creates log for each emergency with detailed information (i.e. time of call, location, time overhead completed, time page was sent, any unusual nuances with the calls, etc.)

Receives and screens internal and external calls; answers incoming emergency and non-emergency calls for medical service. Triages calls to appropriate areas or creates electronic messages and sends to appropriate provider office for follow-up.

Coordinates closely with Guest Service Representatives, Greeters and other service areas within Altru Health System to maximize the ability to provide patient/guest assistance and services; works collaboratively with volunteers.

Utilizes computer systems to look up information to direct the patients, family members and visitors appropriately. (i.e. scheduled appointments, physician location, patient rooms, etc.). Captures patient information from callers after hours regarding appointments or other medical questions. Follow-up with appropriate staff as needed.

Coordinates and assists contacting providers on-call at all times of the day including weekends. Ensures all call schedules are accurate. Updates call schedules as needed.

Coordinates and assists contacting Case Management/Care Management team members from outside facilities and family members.

Will cross train in Guest Service Representative role as part of professional development.
  • Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
  • Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
  • Demonstrates knowledge and understanding of and compliance with:
    • All pertinent safety, health and environmental policies, procedures and guidelines.
    • Working safely, without causing harm or risk to self, others or property.
    • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
    • The use of all safety equipment and personal protective equipment.

Performs other duties as assigned or needed to meet the needs of the department/organization.

Driving Category

Infrequent Driver-Persons who are generally not expected to drive.

Experience

Required/Preferred

A minimum of 6 months of related experience

Preferred

Degree/Diploma

Program of Study

Required/Preferred

Diploma

Required

Title

Required/Preferred

Demonstrates excellent customer service skills.

Required

Ability to work with several different patient care units and level of care providers.

Required

Demonstrates the ability to multitask and be detail-oriented.

Required

Demonstrates the ability to be a team player, able to handle conflict and adapt to change.

Required

Physical Demands
Frequency 8 Hour Shift 10 Hour Shift 12 Hour Shift Rarely (1-4%) 1-19 min 1-24 min 1-29 min Occasionally (5-33%) 19 min-2.6 hrs 24 min-3.3 hrs 29 min-3.9 hrs Frequently (34-66%) 2.6-5.3 hrs 3.3-6.6 hrs 3.9-7.9 hrs Continuously (67-100%) 5.3-8 hrs 6.6-10 hrs 7.9-12 hrs

Activity

Frequency

Sit

Frequently (34-66%)

Stand

Occasionally (5-33%)

Walk

Occasionally (5-33%)

Stoop/Bend

Occasionally (5-33%)

Reach

Frequently (34-66%)

Climb

Not Applicable

Crawl

Not Applicable

Squat/Crouch/Kneel

Occasionally (5-33%)

Twist

Occasionally (5-33%)

Handle/Finger/Feel

Continuously (>67%)

See

Continuously (>67%)

Hear

Continuously (>67%)
Weight Demands
Activity

Amount

Lift - Floor to Waist Level

Sedentary (
Carry

Sedentary (
Push/Pull

Sedentary (
Slide/Transfer

Not Applicable
Working Conditions
Condition

Frequency

Indoor

Continuously (>67%)

Outdoor

Not Applicable

Extreme Temperature

Not Applicable
Employee Health
Functional Assessment

Hazardous Drug Exposure

Fit Testing Required

Not Applicable

No

No

Company

Do what you love. Make a difference. Join our team of over 4,000 health professionals and support staff committed to caring for the region for more than 100 years.

At Altru Health System, we are serious about providing an exceptional patient experience and positively impacting the communities we serve. Our physician-led, community-owned, not-for-profit health system serves over 225,000 residents in northeast North Dakota and northwest Minnesota. We are a proud member of the Mayo Clinic Care Network.

If reasonable accommodation is needed to apply or interview for a position, please contact careers@altru.org or 701.780.5123.

Company info
Website
Telephone
701-780-5123
Location
Grand Forks
North Dakota
US

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