PBX Operator (Full-Time, Tue 10A-8P Weds- Fri 12P-10P)

Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The role of the PBX Operator reports to the Service Desk Manager. This position is responsible for managing the hospital’s telephone switchboard and communication systems to ensure efficient and accurate call routing. This position serves as the first point of contact for internal and external callers, providing courteous and professional assistance while maintaining confidentiality and compliance with hospital policies. The PBX Operator also monitors emergency communication systems and supports critical response protocols.

Essential Position Responsibilities

• Operate the hospital’s PBX (Private Branch Exchange) system to route incoming, outgoing, and interoffice calls promptly and accurately in a high-volume call center environment.
• Provide directory assistance and maintain updated contact lists for hospital staff and departments.
• Process complex emergency tasks for safety codes through administering call team notifications, documentation, and dissemination of information for all calls while notifying appropriate personnel and following call and code requirements and maintain standards of operations.
• Adhere to strict guidelines related to the security and integrity of patient and organizational data to ensure the release of information is consistent with all privacy policies and within HIPAA guidelines.
• Assist with paging and overhead announcements as required.
• Maintain accurate logs of calls, messages, and emergency notifications.
• Maintain adherence to the standards of customer service, effective communication and courtesy that fosters positive working relationships and ensure effectively meeting and maintaining established standards for every interaction and effective de-escalation protocol.
• Assist with providing coverage on any shift, as needed to staff a 24/7 department.

Additional Responsibilities

• Support disaster recovery and emergency communication procedures.
• Assist in training new PBX operators on system use and hospital protocols.
• Participate in periodic audits of contact directories and emergency procedures.
• Maintain knowledge of hospital departments, services, and key personnel for efficient call handling.

Qualifications

Education

• Required: High school diploma or equivalent.
• Preferred: Additional coursework or certification in telecommunications or customer service.

Experience

• 1–2 years of experience in a PBX or call center environment, preferably in healthcare.
• Familiarity with multiline phone systems and paging equipment.

Knowledge & Skills

• Strong verbal communication and customer service skills.
• Ability to remain calm and professional during emergencies.
• Basic computer skills and experience with call management software.
• Knowledge of hospital emergency codes and procedures (preferred).

Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.