Position Summary:

Receives and relays incoming and outgoing telephone calls for the facility. Provides directory information, transfer incoming calls as appropriate. Enters facility directory information into the computer database. Makes general and emergency announcements over the facilitys PA system. Handles the facility paging system and the beeper system.

Position Responsibilities:

Clinical / Technical Skills (40% of performance review)

• Operates an electronic switchboard to route incoming calls and to place outgoing calls.
• Able to place long distance calls and conference calls as needed.
• Provides directory information to internal and external inquirers.
• Maintains current listing of all facility telephone numbers and extensions. Updates the computer database as needed.
• Maintains current list of all cell phone numbers; makes additions or changes as needed.
• Maintains a daily list of all facility staff on-call, including home phone numbers and beeper numbers readily available.
• Knowledgeable of all departments and services available.
• Knowledgeable of emergency codes to be used over the PA system.
• Answers phone calls within 2-3 rings.
• Able to clearly and accurately make announcements over internal PA system
• Demonstrates proper customer service with every patient, staff member, vendor, and visitor

• Perform other duties as assigned.

Safety (15% of performance review)

• Strives to create a safe, healing environment for patients and family members
• Follows all safety rules while on the job.
• Reports near misses, as well as errors and accidents promptly.
• Corrects minor safety hazards.
• Communicates with peers and management regarding any hazards identified in the workplace.
• Attends all required safety programs and understands responsibilities related to general, department, and job specific safety.
• Participates in quality projects, as assigned, and supports quality initiatives.
• Supports and maintains a culture of safety and quality.

Teamwork (15% of performance review)

• Works well with others in a spirit of teamwork and cooperation.
• Responds willingly to colleagues and serves as an active part of the hospital team.
• Builds collaborative relationships with patients, families, staff, and physicians.
• The ability to retrieve, communicate, and present data and information both verbally and in writing as required
• Demonstrates listening skills and the ability to express or exchange ideas by means of the spoken and written word.
• Demonstrates adequate skills in all forms of communication.
• Adheres to the Standards of Behavior

Integrity (15% of performance review)

• Strives to always do the right thing for the patient, coworkers, and the hospital
• Adheres to established standards, policies, procedures, protocols, and laws.
• Applies the Mission and Values of SUN Behavioral Health to personal practice and commits to service excellence.
• Supports and demonstrates fiscal responsibility through supply usage, ordering of supplies, and conservation of facility resources.
• Completes required trainings within defined time periods.
• Exemplifies professionalism through good attendance and positive attitude, at all times.
• Maintains confidentiality of patient and staff information, following HIPAA and other privacy laws.
• Ensures proper documentation in all position activities, following federal and state guidelines.

Compassion (15% of performance review)

• Demonstrates accountability for ensuring the highest quality patient care for patients.
• Willingness to be accepting of those in need, and to extend a helping hand
• Desire to go above and beyond for others
• Understanding and accepting of cultural diversity and differences

Education

• Required: High school diploma or GED. CPR and CPI obtained in orientation
• Preferred: Some college courses
• Maintains education and development appropriate for position.

Experience

• Required: Previous experience in a customer service or clerical role.
• Preferred: One to three years as a PBX operator. Previous experience in a behavioral health setting.