Role Name:  PBX Operator
Location: Long Beach, CA 90806
Schedule: Fri-Tues - 11:00PM - 730AM (Wed, Thu Off)
Contract length: 12 months assignment with possible extension

Job Summary:
This position requires full understanding and active participation in fulfilling the mission of Orange Coast Medical Center. The employee shall support Orange Coast Medical Center’s strategic plan and participate in and advocate performance improvement/patient safety activities. The PBX Operator is under the direction of the Supervisor/ Manager and is responsible for answering and redirecting calls for the Orange Coast Medical Center. Including general information, phone numbers and department locations as required to achieve departmental goals in a courteous, professional, accurate and timely manner. The PBX operator assists in registering outpatient lab accounts and direct admissions. The PBX operator demonstrates excellent and compassionate service, problem solving skills in every interaction, including the ability to remain calm under pressure and a commitment to customer satisfaction.

Job Responsibilities:

-Ability to deliver and provide excellent customer service using Simply Better and AIDET principles.
-Actively supports MHS initiatives, department performance improvement activities to establish continued enhancement of services provided by the PBX department. (Meetings, employee engagement survey, education, and training activities)
-Demonstrates appropriate level of expertise and proficiency using the PBX paging system (Interactive Intelligence) and the security radio.  
-Ability to answer and direct calls timely and professionally. Provides general information such as phone numbers and location as required. 
-Ability to understand and follow all emergency codes and alarm paging protocols. Performs paging functions accurately and timely. Works with Security in handling emergency situations professionally.  
-Demonstrates the ability to monitor all incoming faxes including the lab requisitions and direct admissions. Avoids HIPAA violations by choosing the correct patient in Epic and registers patients timely and accurately in Epic. Adheres to department policy of using two patient identifiers.
-Delivers excellent customer service using “Simply Better” and AIDET principles with colleagues, physicians, patients and visitors.  Maintains effective working relationships with co-workers and others. Receives Simply Better recognition cards or any other acknowledgement regarding customer service.  
-Adheres to and supports MHS initiatives, department workflows/ improvements and standard work.
-Participates in and supports department specific performance improvement, staff meetings, and projects. (Employee Engagement survey, service excellence, etc.) Participates in the employee engagement action plan and assists with improving the score. 
-Maintains an appropriate level of expertise in the Interactive Intelligence system and proficiency using the PBX paging system (Interactive Intelligence), fire panel and security radio.  
-Assists Public Safety (Security) in handling all emergency situations in a professional cooperative manner.   
-Performs paging functions on both the overhead and pager system in a timely manner that is accurate and expedient. Assists security in handling all emergency situations in a professional cooperative manner. Documents all emergency codes timely and accurately in the code book.
-Avoids HIPAA violations by choosing correct patient in Epic and registers patients timely and accurately in Epic.
-Adheres to MHS time and attendance policy #- Clocks “in and out” of MTM accurately with minimal clocking errors for each scheduled shift. Signs off by the end of the pay period.

Required Skills & Experience:
-Six (6) months or more experience as an operator in a hospital or call center.
-Must communicate effectively and clearly both verbally and in writing.
-Strong customer service skills.
-Positive work ethic.
-General computer skills required including: electronic medical record and Microsoft Office.
-Knowledge of medical terminology.  
-Ability to train and orientate new staff. 
-Ability to be at work and be on time. Adheres to MHS time and attendance policy. 
-Ability to interact in a positive and constructive manner.
-Ability to prioritize and multitask.

Preferred Skills & Experience:
-Bi-lingual (English/Spanish, or English/Vietnamese).
-Hospital admitting experience a plus.

Required Education: -N/A
Preferred Education:
-High school graduate preferred.
-Medical Terminology related course or certificate.

Required Certifications & Licensure:-N/A
Preferred Certifications & Licensure:-N/A

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 21.00/hr.