Service Response Center Switchboard Operator, FT Days/Evenings

Are you a composed, service-oriented professional who excels in fast-paced environments? Join our Service Response Center team as a Switchboard Operator, where you’ll serve as a vital communication hub connecting patients, healthcare staff, and the broader community. In this role, your ability to multitask, communicate clearly, and remain calm under pressure will directly support patient care and hospital operations. If you’re passionate about delivering exceptional customer service and thrive in dynamic, high-volume settings, this is an opportunity to make a meaningful impact.

Essential Functions

• Answer and route incoming calls in a courteous, respectful, and professional manner while identifying and addressing callers’ needs efficiently.

• Provide after-hours answering services for internal clinics, accurately collecting patient information and paging on-call physicians according to established guidelines.

• Maintain and update switchboard systems, including telephone and pager information, across multiple campuses (main, Lexington, Davie, and West Campus).

• Manage and update on-call schedules, proactively following up with departments to resolve discrepancies or missing information.

• Support Pathology by serving as a third-party witness during sensitive after-hours discussions, documenting and submitting recordings per protocol.

• Receive, coordinate, and dispatch service requests for Patient Transportation, Linen, Housekeeping, Engineering, and Clinical Equipment.

• Escalate unresolved or delayed service requests to appropriate management following Service Response Center procedures.

• Enter and maintain accurate documentation across multiple software systems while navigating high call volumes.

• Stay informed of operational, staffing, and process changes across departments to ensure accurate call handling and service coordination.

• Perform additional duties as assigned to support overall Service Response Center operations.

Education, Experience & Requirements

• High school diploma or GED required.

• Minimum of 2 years of experience in a direct customer service or consumer-facing role.

• Demonstrated ability to resolve issues effectively under stressful conditions.

• Experience handling high volumes of calls in a fast-paced environment preferred.

• Prior experience in a healthcare or medical setting preferred.

• Strong communication skills with a clear, calm, and professional telephone presence.

• Excellent interpersonal and problem-solving abilities.

• Basic computer proficiency, including the ability to navigate multiple systems simultaneously.

• Typing speed of at least 45 words per minute.

• No licensure or certification required.

Schedule & Work Environment

• Full-time (40 hours/week)

• Shift: Monday–Friday plus every other weekend

• Hours: 11:00am - 7:00pm (Mid Shift)

• This is a 24/7 operation, requiring flexibility for evenings, weekends, holidays, and inclement weather conditions. The role is designated as weather-critical.