Switchboard Operator

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Northern Light Mercy Hospital

Department: Switchboard

Position is located: Mercy Fore River

Work Type: Full Time

Hours Per Week: 32.00

Work Schedule: Variable

Salary Range : $20.00 - $22.11

Exempt: No

Summary:

Under the direction of the Manager Telecommunications, the Operator is responsible for monitoring and operating the central hospital communications systems, associated alarm systems, radio and paging systems. The incumbent performs duties and tasks in accordance with performance standards established for the job. The incumbent may have access to highly confidential patient, employee and/or proprietary information, and must handle & protect the information in accordance with hospital & system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of Hospital.

Responsibilities:

1. Demonstrates the ability to process external and internal telephone calls in an efficient, speedy, and courteous manner. • Calls to hospital main telephone number(s) and to emergency phone. • Directs calls to departments, offices, individuals, and patients. • Shows ability to observe and process backed up traffic so calls are not missed. 2. Demonstrates efficient and accurate monitoring and operation of communications equipment. • Maximum utilization of attendant, console, telephone features. • Paging equipment (pages, dispatches, intercom). • Computer equipment. • Radio devices. • Ancillary equipment (TDD’s, volume control handsets, etc.). 3. Ability to monitor and respond to all fire, panic, door, maintenance, code 99, and miscellaneous alarms, as well as inside/outside disaster contingencies. • Shows the accurate execution of plans/procedures (notifies appropriate chains of responsibility, makes appropriate announcements over intercom, serves as central communication link for fire and police departments). 4. Demonstrates quality customer service skills while providing information over the telephone, and at times in person. • Provides information to patients, their families, physicians, hospital staff, and general public. • Shows awareness of departmental and hospital policies, practices, and confidentiality issues. 5. Shows efficient and courteous handling of repair and support concerns, and facilitates for equipment loans for services provided by the department. • Assists patients and staff with problems, equipment loans. • Interacts with vendors, according to established departmental and hospital guidelines in an accurate, timely and knowledgeable manner. • Operates backup telephone system in the event of a failure. 6. Creates clear, complete written documentation of job activities as needed. • Operator daily log, calendar. • Various safety and plan sheets. • Telephone trouble log. • Memos to manager. 7. Make announcements over intercom and paging systems showing accuracy, consistency, and timeliness. 8. Shows ability and motivation to learn and utilize new procedures, techniques, equipment, and services as they are introduced. 9. Performs additional duties as required or assigned.

Other Information :

Competencies and Skills

• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required High School Diploma/General Educational Development (GED)

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Potential exposure to hazardous materials.
• Potential exposure to noise levels being uncomfortable.
• Potential exposure to noxious odors.
• Potential exposure to very hot or cold temperatures.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading less than 20 pounds.
Prolonged periods of sitting.

Northern Light Mercy Hospital is a nonprofit acute care hospital in Portland, Maine, and a sponsored ministry of the Sisters of Mercy of the Americas . Our work is grounded in compassion, dignity, and service, with a commitment to caring for every member of our community, especially those most in need. At Mercy, people come to work knowing their role matters. Whether at the bedside, in support services, administration, or clinical care, every team member contributes to a culture built on respect, collaboration, and purpose.

We provide a broad range of medical and surgical services, along with multiple primary and specialty care offerings and community-based programs that extend our impact beyond the hospital walls. As a member of Northern Light Health, an integrated statewide health delivery system, employees benefit from the stability, resource, and career pathways of a larger organization while working in a hospital that feels personal and connected. Team members have opportunities to grow professionally, explore new roles, and build long-term careers in an environment focused on quality, innovation, and the well-being of our workforce.

Mercy Hospital is located in Portland, Maine’s largest and most vibrant city, offering an exceptional quality of life that attracts people from across the country. Portland is nationally recognized for its food scene, arts and culture, vibrant neighborhoods, and strong sense of community. Within minutes of the city, you can reach beaches, islands, lakes, and mountain trails, with easy access to hiking, skiing, boating, and cycling. The region also offers excellent schools, family-friendly neighborhoods, and easy travel connections through Portland International Jetport and nearby rail service to Boston. Southern Maine blends career opportunity with a lifestyle centered on balance, outdoor recreation, and coastal living, making it an ideal place to live and build a career.

Questions? Contact Talent Acquisition:
phone: 207-973-7100
email: talentacquisition@northernlight.org

Portland, Maine, Catholic, Sisters of Mercy, Level 2 NeoNatal Nursery