Switchboard Operator at Netcare

ROLE PROFILE SUMMARY:

• The Switchboard operator is responsible for answering the incoming high volume of calls in a professional, timely and friendly manner. This individual will be the first point of contact for patients, visitors, and staff, ensuring that calls are answered promptly and routed correctly, and providing essential information as needed. The hospital Switchboard operator demonstrate excellent communication skills and the ability to manage high-pressure situations. 

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Manage Incoming calls and Telephone Etiquette

• Answer all incoming to the hospital in a timely, professional, and courteous manner.
• Direct calls to the appropriate departments, doctor rooms, or wards based on the caller’s needs.
• Provide general information about the hospital’s services, directions, and policies when requested. Offer accurate, clear, and helpful information to patients, visitors, and staff regarding hospital services, visiting hours, and locations.
• Take and deliver messages when requested staff members are unavailable.
• Manage basic patient queries, and if any escalation or additional information is required, refer to the Reception Supervisor / Manager.

Communication and Patient enquiries

• Liaise and communicate with doctors, executive personnel, public and colleagues.
• Provide basic information to patients or their families, including directions within the hospital, etc.
• Work closely with administrative, doctors, and emergency staff to ensure smooth communication and a seamless experience for patients and visitors.
• Excellent communication and listening skills.
• Always answer, respond and communicate and in friendly, welcoming and professional manner.

Confidentiality and Privacy

• Ensure patient confidentiality and privacy are always maintained in compliance with the POPIA and Privacy standard operating procedures.
• Manage sensitive information with care and discretion.

Updating of information

• Keep all relevant information and contingency plans updated.
• Update hospital telephone lists, relevant telephone numbers and distribution to relevant departments thereof

Administrative Support

• Assist with administrative tasks such as filing, scanning of documents, or managing patient admissions when needed.
• Support hospital operations by managing various administrative duties as assigned.
• Perform any reasonable task as instructed by the direct and indirect management.

SKILLS PROFILE

EDUCATION

Essential

• Grade 12 or equivalent NQF Level 4 Qualification
• Basic computer proficiency

WORK EXPERIENCE

Essential

• 1-2 years’ experience on a similar position
• Experience in a customer service role (preferred)

KNOWLEDGE

Preferred

• Knowledge of Telephone Management Systems.
• Competency in data entry, verbal communication, and customer service.