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SWITCHBOARD OPERATOR/TELECOMMUNICATIONS REPRESENTATIVE

Job Category:

ADMINISTRATIVE SUPPORT

Requisition Number:

SWITC026350

\nApply now Posting Details\n

Posted:

July 21, 2026\nFull-Time\nOn-site\nLocations\nShowing 1 location\nLatrobe\nLatrobe, PA, USA Job Details\nDescription $1000 Sign On Bonus Eligible The Telecommunication Representative is responsible for making positive first impressions, as they maintain focus on the overall safety of our patients, guests and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will be responsible for a customer-friendly approach to the delivery of services using their technical capacities to provide a communication gateway between our patients and the health system. The position will consistently demonstrate positive interpersonal and interdepartmental relationships and create a positive and professional working environment for new employees. Is responsible for the review and maintenance of ongoing communication tools used by the entire department, while assisting with the training and development of new employees. Essential Job Functions Prepare electronic documentation that are complete, professional in nature and uses correct grammar, punctuation and format.\nIntercept internal and external calls with a customer-friendly approach.\nMaintain a positive attitude with callers, coworkers, health system employees and physicians.\nAssure that customer needs are met in a timely fashion.\nKeep the mission, vision and values of the organization in mind with each patient contact.\nDemonstrate knowledge of the Independence Health System Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.\nImmediate response to emergent situations while gathering information from physicians and/or clinicians.\nEfficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.\nAccurately records detailed information about all emergent situations using Microsoft Office.\nAnswer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.\nFoster a \"one stop shop\" culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.\nScreen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.\nCreate and process messages, schedule and log that legible, accurate and communicated to the other staff.\nProvide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.\nCollect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.\nAnswer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.\nAwareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.\nResponsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe

physician communication, MediCall
information database, McKesson STAR
patient information, Spok
alternate paging services, Cisco Jabber
dept. to dept. communication, Lynx
emergency notification system, Microsoft Windows
PC Operating system, Microsoft Office
Excel, Word, PowerPoint, Access, Outlook, Internet Explorer
internet provider, PA system
overhead paging, API
time and attendance and UltiPro
benefits, compensation, performance management.\nOperational knowledge of hardware used to support department operations, including by not limited to Cisco telephony
phones, conference calls, Emergency panels
alarms, emergency codes, Simplex
LH fire system, and Wireless devices
cell phones, one-way pagers.

\nOther duties as assigned.\nManage the issuance of pagers and assist employees with user guidelines.\nMaintain central database of all paging devices using Microsoft Office.\nContact vendor for device exchanges and various troubleshooting needs.\nReview and revise necessary emergency code contact information on an as needed basis.\nReview department processes for necessary updates and revise as needed.\nResponsible for the day-to-day training of new employees and escalate training concerns to management.\nCreate a professional working environment for new employees so that effective training and development can be fostered.\nEnsure new employees are directing callers professionally, correctly, promptly and courteously.\nConsistently review individual emergency code processes with new employees and conduct mock code situations to ensure that employees are prepared to work alone.\nAssess and verify call accuracy for new employees to include scripting and call connections\nConsistently review patient transfer process with new employees and conduct mock scenarios as part of the learning process.\nEnsure new employees are mindful of physician protocols and can accurately process calls.\nReview patient privacy codes with new employees and audit processing of patient information calls to ensure patient confidentiality.\nReview new employee long information for all applications to ensure successful access.\nDaily review of all call logs to ensure complete and accurate information.\nMonthly creation of new call logs to replace previous month's tracking sheet. Required Qualifications High School Diploma or GED, or Higher Level of Education.\nPrevious experience in customer service.\nStrong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.\nStrong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.\nProficient in Microsoft Office applications, including Outlook and Excel. Preferred Qualifications One (1) year experience in hospital switchboard.\nKnowledge of medical terminology. License, Certification & Clearances Act 34-PA Criminal Record Check from the PA State Police system. Supervisory Responsibilities This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. Position Type/Expected Hours of Work Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).\nTravel may be expected locally between Independence Health System Health locations. LEAN Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one's own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Independence Health System's missions, vision and values. AAP/EEO Independence Health System Health is an Equal Opportunity Employer. It is the policy of Independence Health System Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Independence Health System Health will conform to the spirit as well as the letter of all applicable laws and regulations.\nAbility to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below. Work Environment Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required. Essential

Absolute Necessity. Marginal
Minimal Necessity. Constantly
5.5 to 8 hours or more or 200 reps/shift. Frequently
2.5 to 5.5 hours or more or 32-200 reps/shift. Occasionally
0.25 to 2.5 hours or 2-32 reps/shift. Rarely
Less than 0.

25 hours or less than 2 reps/shift. Physical Condition Essential Marginal Constantly Frequently Occasionally Rarely Never Extreme Heat √ √ Extreme Cold √ √ Heights √ √ Confined Spaces √ √ Extreme Noise(>85dB) √ √ Mechanical Hazards √ √ Use of Vibrating Tools √ √ Operates Vehicle √ v Operates Heavy Equipment √ √ Use of Lifting/Transfer Devices √ √ Rotates All Shifts √ √ 8 Hours Shifts √ √ 10-12 Hours Shifts √ √ On-Call √ √ Overtime(+8/hrs/shift; 40/hr/wk) √ √ Travel Between Sites √ √ Direct Patient Care √ √ Respirator Protective Equipment √ √ Eye Protection √ √ Head Protection (hard hat) √ √ Hearing Protection √ √ Hand Protection √ √ Feet, Toe Protection √ √ Body Protection √ √ Latex Exposure √ √ Solvent Exposure √ √ Paint (direct use) Exposure √ √ Dust (sanding) Exposure √ √ Ethylene Oxide Exposure √ √ Cytotoxic (Chemo) Exposure √ √ Blood/Body Fluid Exposure √ √ Chemicals (direct use) Exposure √ √ Mist Exposure √ √ Wax Stripper (direct use) √ √ Non-Ionizing Radiation Exposure √ √ Ionizing Radiation Exposure √ √ Laser Exposure √ √ Physical Demands When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required. Essential

Absolute Necessity. Marginal
Minimal Necessity. Constantly
5.5 to 8 hours or more or 200 reps/shift. Frequently
2.5 to 5.5 hours or more or 32-200 reps/shift. Occasionally
0.25 to 2.5 hours or 2-32 reps/shift. Rarely
Less than 0.

25 hours or less than 2 reps/shift. Physical Condition Essential Marginal Constantly Frequently Occasionally Rarely Never Bending (Stooping) √ √ Sitting √ √ Walking √ √ Climbing Stairs √ √ Climbing Ladders √ √ Standing √ √ Kneeling √ √ Squatting (Crouching) √ √ Twisting/Turning √ √ Keyboard/Computer Operation √ √ Gross Grasp √ √ Fine Finger Manipulation √ √ Hand/Arm Coordination √ √ Pushing/Pulling(lbs. of force) √ √ Carry √ √ Transfer/Push/Pull Patients √ √ Seeing Near w/Acuity √ √ Feeling (Sensation) √ √ Color Vision √ √ Hearing Clearly √ √ Pulling/Pushing Objects Overhead √ √ Reaching Above Shoulder Level √ √ Reaching Forward √ √ Lifting Floor to Knuckle ### √ √ Lifting Seat Pan to Knuckle ### √ √ Lifting Knuckle to Shoulder ### √ √ Lifting Shoulder to Overhead ### √ √ When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. 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