PBX Operator

The PBX Operator is responsible for answering, screening, and directing incoming calls while providing general information, phone numbers, and department locations in a courteous, professional, accurate, and timely manner. The PBX Operator also assists with outpatient laboratory account registration and direct admissions.

This position requires excellent customer service and communication skills, strong attention to detail, and the ability to remain calm and professional in high-pressure situations. The PBX Operator works closely with clinical, administrative, and security personnel to ensure calls, paging functions, and emergency communications are handled accurately and efficiently.

Job Responsibilities

• Answer and direct incoming calls promptly and professionally.
• Provide general information, including telephone numbers, department locations, and other appropriate information.
• Provide excellent customer service to patients, visitors, physicians, employees, and other callers.
• Operate the PBX telephone and paging systems, security radio, and related communication equipment.
• Perform overhead and pager announcements accurately and promptly.
• Understand and follow emergency codes, alarm notifications, and emergency paging protocols.
• Assist security personnel with emergency situations in a professional and cooperative manner.
• Monitor incoming faxes, including laboratory requisitions and direct admission documentation.
• Assist with outpatient laboratory account registration and direct admissions.
• Accurately register patients in the electronic medical record (EMR) system while following established patient identification procedures.
• Use appropriate patient identifiers to help prevent registration errors and protect patient privacy.
• Maintain confidentiality and comply with HIPAA and other applicable privacy requirements.
• Maintain proficiency with PBX, paging, security communication, and other department-specific systems.
• Participate in department meetings, training, performance improvement activities, and operational projects.
• Support department workflows, quality initiatives, and service improvement efforts.
• Maintain effective working relationships with coworkers, physicians, patients, visitors, and other members of the organization.
• Follow established attendance, punctuality, and timekeeping procedures.
• Accurately record work hours and complete required timekeeping procedures by established deadlines.
• Perform other duties as assigned.

• Six (6) months or more of experience as a PBX operator, hospital operator, call center representative, or in a similar customer service/communications role.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Professional and positive work ethic.
• Basic computer proficiency, including experience with electronic medical records and Microsoft Office.
• Knowledge of medical terminology preferred.
• Ability to prioritize tasks and multitask in a fast-paced environment.
• Ability to remain calm and professional during emergency situations or high-volume periods.
• Ability to interact with patients, visitors, physicians, and coworkers in a positive and constructive manner.
• Strong attention to detail and accuracy.
• Ability to train and orient new staff.
• Reliable attendance and punctuality.
• High School Diploma or equivalent

Preferred Skills & Experience

• Bilingual in English and Spanish or English and Vietnamese.
• Previous hospital admitting or patient registration experience.
• Experience operating a hospital PBX or paging system.
• Experience working with emergency codes, hospital communications, or security systems.
• Coursework or certification in medical terminology