Posting Description
We believe a career is more than just a career — it's a calling. Our teammates' "True North" is what calls them to health care; it’s their passion. At North Mississippi Health Services, we believe in helping you leverage and connect that passion with a much greater purpose that impacts people you know and love.
JOB SUMMARY
The Communications Operator at North Mississippi Health Services serves as the primary telecommunications contact for a multi?location hospital system. This role is responsible for receiving, screening, and routing incoming calls and pages to the appropriate departments, providers, and on?call staff. The Switchboard Operator provides accurate information, supports emergency communication processes, and delivers courteous, efficient service to patients, visitors, staff, and external callers.
JOB FUNCTIONS
Telephone and Paging Services
- Receives and answers incoming calls for the hospital system in a courteous and professional manner.
- Routes calls accurately to hospital departments, clinics, providers, and system locations.
- Initiates and manages paging, overhead announcements, and emergency notifications according to policy.
- Maintains on?call schedules and ensures calls are directed to the correct on?call personnel.
Communication Support
- Provides clear, accurate information to callers regarding departments, locations, and services.
- Communicates effectively with hospital staff and leadership during routine and urgent situations.
- Serves as a communication link during emergency events, following established protocols.
- Maintains confidentiality of patient and hospital information at all times.
Customer Service
- Provides respectful, responsive service to patients, families, visitors, employees, and external callers.
- Demonstrates empathy and professionalism when handling distressed or urgent calls.
- Supports service excellence standards, including AIDET and CARES practices where applicable.
- Performs service recovery by escalating concerns according to established procedures.
Emergency and After?Hours Support
- Responds appropriately to emergency calls and situations following hospital policies.
- Activates emergency codes, disaster notifications, or call trees as required.
- Supports after?hours and weekend communication needs for all hospital locations.
Documentation and Recordkeeping
- Documents calls, pages, and communications as required by policy.
- Maintains accurate communication logs and schedules.
- Reports communication issues or system malfunctions to appropriate personnel.
Compliance and Safety
- Adheres to all NMHS policies, procedures, and guidelines.
- Complies with local, state, and federal regulations related to patient privacy and telecommunications.
- Supports a safe and secure communication environment by following established safety protocols.
Teamwork
- Works collaboratively with hospital departments, security, nursing units, and leadership.
- Provides flexible coverage across shifts, including nights, weekends, and holidays as required.