The Switchboard Operators are responsible for answering incoming calls to all 5 hospital and determining the appropriate resolution.  The Operator responds to all internal and external switchboard calls in a timely, courteous and positive manner; forward calls appropriately, contacts requested physicians and staff and communicates messages; responsible for monitoring a variety of alarm systems; notifies outside public agencies of messages, alarms, codes, emergencies as per policies/procedures; provides answering service to a variety of agencies after hours and on weekends; completes all other duties under the direction of the Manager, Call Center.   

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values. 

1. Answers incoming calls for all 5 Memorial Health System (MHS) hospitals, Decatur Memorial, Jacksonville Memorial, Lincoln Memorial, Springfield Memorial and Taylorville Memorial.  
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3. After hour answering service for approximately 25 physicians/departments.  Correctly following established protocols and procedures for each account.  
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5. Acknowledge and appropriately respond to Emergent Parking Lot Polls, Elevator phones, engineering panels which includes fire, panic alarms, and generator testing. 
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7. Able to correctly answer, dispatch, monitor, and track emergent codes and rapids.  
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9. Completes all steps of surgery/trauma activations for after-hours emergency call in teams; verifies patient identity information through appropriate tools.  Identifies appropriate on call team based on policy and procedures.  Facilitates appropriate tracking on all teams 
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11. Coordinate with departments, funeral homes, and security to efficiently transfer the release of remains, according to established protocol.   
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13. Enter and/or change on call schedules as needed.  
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15. Act as a resource for colleagues and lead by example.  
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17. Demonstrates an ability to be flexible, organized and function well in stressful situations.  
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19. Knowledge of hospital, department policies and procedures related to Call Center.  
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21. Communicates effectively with callers and colleagues with attention to detail and problem solving aptitude.  
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23. Responsible for all overhead paging including request from security, engineering and other departments. 
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25. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values: 
26. SAFETY:  Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others. 
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28. COURTESY:  Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude. 
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30. QUALITY:  Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results. 
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32. EFFICIENCY:  Reduce Waste - I use time and resources wisely.  I prevent defects and delays. 
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35. The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.