Communications Switchboard Operator

Communications Switchboard Operator Inspired by faith. Driven by innovation. Powered by humankindness. Common Spirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, Common Spirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings. As our Communications Operator, you will help patients, staff, and the community so they can access vital services and information quickly and accurately. Every day you will process high volumes of calls across multiple healthcare facilities within the network. You will be expected to follow strict telecommunications protocols, maintain system uptime, and provide professional, empathetic assistance during both routine and emergency situations. To be successful in this role, you must possess the ability to remain calm and focused in a fast-paced, high-pressure call center environment while demonstrating exceptional communication skills and attention to detail. Call Processing: Manage the high-volume processing of all inbound and outbound network calls in accordance with established telecommunications protocols and scripting Technical Proficiency: Maintain expert knowledge of communication systems, including paging protocols, call parking, and side-phone operations, to ensure seamless connectivity Conflict Resolution: Exercise tact, diplomacy, and sound judgment when managing difficult callers or sensitive situations, always prioritizing the caller's total satisfaction Crisis Management: Demonstrate composure and system expertise during stressful events, such as equipment malfunctions or network failures, to ensure service continuity Performance Benchmarks: Optimize efficiency by maximizing ACD/Ready time and minimizing wrap time to consistently meet departmental service goals Professional Excellence: Embody the organization's "Journey Beyond Excellence" standards through role-model behavior and a commitment to high-quality service delivery