Switchboard Operator, Switchboard 486

Sinai Health is a leading academic health science centre with a provincial, national and international reputation for discovering and delivering life-changing care. Since 2015, we have provided excellent and compassionate care in hospital, community and home. Comprised of Mount Sinai Hospital, Bridgepoint Active Healthcare, the Lunenfeld-Tanenbaum Research Institute and our system partner Circle of Care, we translate scientific breakthroughs, push boundaries for health solutions, and educates future clinical and scientific leaders.

At Sinai Health, we care, create possibilities and offer hope. We are looking for an experienced **Switchboard Operator** to support our **Switchboard** department.

**Job Outline**:
The Switchboard Operator is responsible for performing all duties associated with the operation of the Attendant console, overhead/internal/external paging systems, handling emergency communication and providing central, efficient and courteous switchboard operation and patient information inquiry services to the public. Provides advanced level support in assisting Physiotherapists and Occupational Therapists in the provision of individual and group rehabilitative programs for patients.

**Accountabilities**:

- Ensure all switchboard operation, patient inquiry functions and reception are carried out efficiently and in a courteous manner.
- Ensure up-to-date and accurate patient information is entered on the hospital telephone and paging system.
- Ensure all telephone and reception inquiries are handled professionally and in a timely manner.
- Provide excellent customer service to all internal and external users of the hospital telephone system at all times.

**Responsibilities**:

- Performs all duties associated with the operation of the Attendant console and overhead/internal/external paging systems.
- Handles all emergency codes in accordance with Hospital policy and emergency protocol.
- Provides professional, courteous and efficient telephone service to all users of the Hospital telephone system.
- Makes authorized announcements and emergency code calls on overhead PA system.
- Provides patient inquiry functions observing the hospital’s policy on privacy and confidentiality at all time.
- Maintains up-to-date and accurate information of Hospital/Staff/Patient online directory, on-call personnel, any other relevant communication policies and procedures and other necessary records.
- Tests and changes phone as requested for all staff and patients.
- Assists with pager and cell phone administration.
- Maintains accurate record keeping (log) of batteries, pager/cell phone signing sheet, locating sheets, emergency code paging sheets and on call schedules.
- Maintains statistical workload and documentation as required by department Manager/Supervisor.
- Meets, greets and directs the public as necessary.
- Communicates to security immediately any emergency situations observed.
- Assists access of patients and authorized personnel to/from hospital after hours, in conjunction with Security.
- Performs clerical functions, such as checking long distance call charges, issuing taxi chits/batteries, and controlling key issue/return.
- Performs other duties as assigned.

**Education & Qualifications**:

- Minimum one (1) year experience in switchboard operations, preferably in Cisco and Softchoice systems and online telephone directories.
- Professional telephone manners with clear announcement skills.
- Excellent interpersonal and communication skills dealing with client population, families, staff, physicians and general public.
- Must be polite, courteous and possess a good attendance record.
- Capable of setting priorities, multi-task and handle calls in a fast paced, culturally diverse environment.
- Capable of working independently and under stressful situations.
- Reliable, flexible, well organized and accurate, with the ability to pay attention to details.
- Dependable, neat in appearance, co-operative and conscientious.