Located in Fremont, Ohio, ProMedica Memorial Hospital has served the citizens of Sandusky County and the adjacent communities since 1918. In fact, our hospital was built with funds raised by members of our community on land donated by the family of former United States President, Rutherford B. Hayes.
POSITION SUMMARY
The Switchboard Operator answers and connects all calls, gives important messages to hospital staff, directs patients, visitors, and volunteers to their destination, lists admissions and discharges, sorts, and meters mail, makes daily bank deposits and is instrumental during fire and disaster procedures. This individual provides superior customer service with the goal of exceeding the customer’s expectations.
ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
Customer Service: Identifies and acts on the needs of both internal and external customers in a positive, polite, compassionate, and timely manner. Integrity: Adheres to ethical, moral, and legal standards. Continuous Improvement: Participates effectively in activities that improve operations and support quality of service and care. Safety: Takes action to promote safe practices and a safe environment. Teamwork/Interpersonal Skills: Builds effective relationships. Attendance: Complies with work schedule and departmental attendance policies. Flexibility/Adaptability: Willingly adjusts to changing situations and needs. Problem Solving/Judgment: Takes ownership of problems and makes informed decisions. Work Habits/Productivity: Gets the job done and achieves quality results. Answers and connects all calls accurately, timely and in a customer friendly manner. Accurately directs patients and visitors to their destination. Accurately takes and relays messages in a timely manner. Accurately pages HHC personnel, as necessary. Assists Departments and/or volunteers with miscellaneous work when feasible. Assists floor, gift shop, and reception desk volunteers. Knows all fire/safety/disaster codes and what to do in an emergency situation. Ability to maintain patient confidentiality and adhere to HIPAA regulations. Meter, pick-up, deliver and sorts of mail. Makes daily bank deposits Activates 911 C-Section page when directed by OB personnel. Relays all request for testing results to the proper dept. Properly activates flow chart for pregnant patients presenting at the front desk Screens all ER calls to assure that only calls not seeking medical advice go through Assists both patients and visitors into wheelchairs and over to the ER door as needed. Begins nursing records for all patients needing ER services OR determines if patient should go directly to the ED (i.e., clutching chest, difficulty breathing, active bleeding). Greets all visitors, patients and vendors who enter through the main entrance and directs them to the proper destination Maintains constant visualization with front lobby area to make sure patients are registered in a timely manner. Utilizes on-line check-in program to notify registration clerk when a patient presents for out-patient services when no reception volunteer is on duty. Screens discharge face page from patients leaving the ED and notifies registration clerk if a possible co-pay can be collected. All other duties as assigned by Patient Access Supervisor/Manager.