Communications Operator

STATEMENT OF PURPOSE: The Switchboard Operators work under the supervision of the Safety & Emergency Management Coordinator. The Switchboard Operators are the focus of communication for the entire CHI St. Alexius Health campus and its affiliates.  The individual works in a call center environment, answers the main number for a minimum of two healthcare facilities and is responsible for processing all calls within the Network according to the protocols, procedures and guidelines of the Telecommunications Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for processing all calls within the Network.

• Process calls according to Telecommunications guidelines and protocols (eg uses scripting, park and page, paging protocol, tone, side phones etc).
• Utilize good judgment, tact and diplomacy when handling difficult callers and in a manner always mindful of the complete satisfaction of the caller. 
• Demonstrate understanding and knowledge of systems when handling stressful situations including but not limited to equipment/network failure. 
• Answer calls with maximum ACD/Ready time and minimal wrap time to ensure attainment of benchmarks. 
• Strives to exhibit the role model behaviours as noted in the Journey Beyond Excellence Standards.

Education: High School graduate or equivalent.  Post high school education in computers, customer service, office practices, medical terminology etc.                                                         

Experience: Previous reception and customer service experience and experience with Microsoft                          

Outlook and Windows.  

Skills:  Excellent attendance and punctuality is essential. Computer ability, telephone

proficiency and etiquette, basic office skills are required. Ability to respond and perform effectively in emergency and stressful situations is necessary.  

Interpersonal Skills: Good communication skills are imperative due to the continual communications, both oral and written, with Medical Staff, Management, employees, patients, families and visitors. Accountable for own conduct and promotes and supports positive working relationships among staff, between disciplines, departments, families, visitors and patients. Maintains a high degree of confidentiality.

Since 1885, CHI St. Alexius Health has been dedicated to leading health care in this region by enriching the lives of patients through the highest quality of care. We seek to continue our tradition of success and innovation with individuals dedicated to delivering the highest level of expertise and quality. Together we can continue to grow and support the legacy of CHI St. Alexius Health for many years to come.

CHI St. Alexius Health is a regional health network with a tertiary hospital in Bismarck, the system also consists of critical access hospitals (CAHs) in Carrington, Dickinson, Devils Lake, Garrison, Turtle Lake, Washburn and Williston and numerous clinics and outpatient services.  CHI St. Alexius Health manages four CAHs in North Dakota - Elgin, Linton, and Wishek, as well as Mobridge Regional Medical Center in Mobridge, S.D. CHI St. Alexius Health offers a comprehensive line of inpatient and outpatient medical services, including: a Level II Trauma Center, primary and specialty physician clinics, home health and hospice services, durable medical equipment services, a fitness and human performance center and ancillary services throughout western and central North Dakota.

CHI St. Alexius Health is part of CommonSpirit Health, a nonprofit, Catholic health system dedicated to advancing health for all people. It was created in February 2019 through the alignment of Catholic Health Initiatives and Dignity Health. CommonSpirit Health is committed to creating healthier communities, delivering exceptional patient care, and ensuring every person has access to quality health care.