Switchboard Operator

Salary Range

$17.13 - $26.45
Overview

Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.

Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts & Health Saving Accounts
• Paid Time Off
• Generous Retirement Plans
• Life Insurance
• Long-Term Disability
• Gym Membership Discount
• Tuition Reimbursement
• Employee Assistance Program
• Adoption Assistance
• Shift Differential

For more information on our Benefits & Perks, click here!

Summary

This position represents Confluence Health during initial Telephone, information assistance and accessing operation support services and clinical resources. This position provides a high level of customer service in a manner consistent with Confluence Health's vision, mission, goals and service standards.

Position Reports To: Contact Center Manager

Essential Functions

1. Provides excellence in Customer Service through efficiently and accurately directing calls to appropriate individuals and departments using a positive and friendly tone.
2. Handles emergency calls in a timely and effective manner in a fast paced environment.
3. Prioritizes, receives, analyzes and determines proper routing and handling of all calls related to fire and security issues, alarms, codes and drills.
4. Appropriately manages multiple modes of communication, including but not limited to: e-mail, telephones, pagers and overhead paging.
5. Revises on-call schedules for Clinical and Ancillary Departments.
6. Updates communications database.
7. May train to scan patient records directly into our EMR.
8. Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Qualifications

Required:

• High level of phone and customer service experience.
• Basic computer skills.
• Able to read, write and communicate in English.

Desired:

• Previous phone operating or dispatching experience.
• Able to read, write and communicate in English and Spanish.
• High School diploma or equivalent (GED).

Physical/Sensory Demands

O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.

F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.

C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.

Physical/Sensory Demands For This Position:

• Walking – O
• Sitting/Standing - C
• Reaching: Shoulder Height - O
• Reaching: Above shoulder height - O
• Reaching: Below shoulder height - O
• Climbing - O
• Pulling/Pushing: 25 pounds or less - O
• Pulling/Pushing: 25 pounds to 50 pounds - O
• Pulling/Pushing: Over 50 pounds - O
• Lifting: 25 pounds or less - O
• Lifting: 25 pounds to 50 pounds - O
• Lifting: Over 50 pounds - O
• Carrying: 25 pounds or less - O
• Carrying: 25 pounds to 50 pounds - O
• Carrying: Over 50 pounds - O
• Crawling/Kneeling - O
• Bending/Stooping/Crouching - O
• Twisting/Turning - F
• Repetitive Movement - C

Working Conditions:

• In an office with co-workers where you are seated in a cubicle and your interactions with patients and clinical staff members are via telephone and other means of acceptable contact.

Job Classification:

• FLSA: Non-exempt
• Hourly/Salary: Hourly

Physical Exposures For This Position:

• Unprotected Heights – No
• Heat – No
• Cold – No
• Mechanical Hazards – No
• Hazardous Substances – No
• Blood Borne Pathogens Exposure Potential – No
• Lighting – No
• Noise – Yes
• Ionizing/Non-Ionizing Radiation – No
• Infectious Diseases – No

Required:

• High level of phone and customer service experience.
• Basic computer skills.
• Able to read, write and communicate in English.

Desired:

• Previous phone operating or dispatching experience.
• Able to read, write and communicate in English and Spanish.
• High School diploma or equivalent (GED).

1. Provides excellence in Customer Service through efficiently and accurately directing calls to appropriate individuals and departments using a positive and friendly tone.
2. Handles emergency calls in a timely and effective manner in a fast paced environment.
3. Prioritizes, receives, analyzes and determines proper routing and handling of all calls related to fire and security issues, alarms, codes and drills.
4. Appropriately manages multiple modes of communication, including but not limited to: e-mail, telephones, pagers and overhead paging.
5. Revises on-call schedules for Clinical and Ancillary Departments.
6. Updates communications database.
7. May train to scan patient records directly into our EMR.
8. Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.