Switchboard Operator

About Steward Health Care
Over a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.
As the country's largest physician-led, minority-owned, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.

Based in Dallas, Steward currently operates more than 30 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, and Texas.

For more information, visit steward.org

Responsibilities & Standards

0. Processing of 250-300 incoming and in-house calls per hour.

Answers each call in a courteous and professional manner. No more than three occasions of non compliance is acceptable.

Connects call to proper area or person with speed and accuracy. No more than five occasions of non compliance is acceptable.

Follow up on unanswered pages with no more than five occasions of non compliance.

• Outside calls being held on park lines, if not answered they return to operator after 4 minutes.
• Unanswered page from in-house caller, Operator will repage.

0. Code 7 Procedure.

Voice Page Code 7 and specific area twice. No more than one occasion of non compliance is acceptable.

Activate group alert beepers via Computer System - Crtl F7 and type code 7 and proper area or unit. No more than one occasion of non-compliance will be acceptable.

Voice page twice again.

Ring Anesthesia: Days - x.3361, Evenings - beep Anesthesia, Nights - beep and ring room.

When "Code 7" is in the Medical Office Building, the operator will notify CCU (ext. 3161) and security (ext. 2610). No more than one occasion of non-compliance will be acceptable.

Test Code beepers daily. Operators will test on day and evening shift by activating group alert beepers (ctrl - F7) type "testing, please dial operator". The night operator will test the switchboard beeper #221 and type "testing, please dial operator". No more than three occasions of non-compliance will be acceptable.

Minor Medical Emergency - Operator will activate the (3) three beepers of the Minor Medical Emergency team and type - Minor Medical Emergency and location. The team consists of the Nursing Supervisor, Clinical transport and Security Sargent. No more than one occasion of non compliance will be acceptable.

0. Fire Alarm and Bomb Threat Procedure. Operators will use emergency pulldown screen and follow proper procedure.

Operator will read computer screen for location of fire. No more than one occasion of non compliance is acceptable.

Call Fire Department/ctrl - F6 and give location. No more than one occasion of non compliance is acceptable.

If the fire is in the Sister’s House, Gargae or LaBoure the operator will announce "Condition Red" and location twice over house public address system and twice over Simplex public address system. No more than one occasion of non compliance is acceptable.

Bomb Threat procedure. Operator will use emergency pull down screen and follow proper procedure.

Page "Attention Please - Condition Blue" four times at intervals of 15 seconds. Transmission will be twice over house public address system and twice over Simplex public address system. If external bomb threat, page "Attention Please, External Condition Blue" four times - twice over house public address system and twice over Simplex public address system. No more than one occasion of non compliance is acceptable.

Group Beep the following personnel and inform them of "Condition Blue" with no more than one occasion of non compliance is acceptable.

Group List

• Director of Emergency Room
• - President of Laboure/designee (only when threat is against Laboure College)
• Duty Administrator
• Director of Security or Sergeant on Duty
• - Director of Nursing or Nursing Supervisor if Director is not on premises
• Public Affairs Office or whoever is carrying the long range beeper
• Beep separately Director of Security and Nursing.

Call Police - ctrl - F6, with no more than one occasion of non compliance.

• State name of Hospital and location
• State reason for calling
• Inform them to respond to location

Bomb Threat for Laboure Junior College, sister's Quarters, Seton Medical Office Building and garage, follow above procedure except step 3.5 - do not page "Condition Blue". No more than one occasion of non compliance is acceptable.

0. Disaster and Casualty Alert Procedure. Operator will use emergency pull down screen and follow proper procedure.

Obtain all details, with no more than one occasion of non compliance.

• Caller's name
• Agency
• Location
• Telephone number
• Type of disaster

Relay the call to E.R. Charge Nurse. No more than one occasion of non compliance is acceptable.

Group List beep, notify Disaster Team with no more than one occasion of non compliance.

Group List

• Disaster Chief (E.R. Director)
• E.R. Physician
• Director of Nursing
• Nursing Administrator for Critical Care (evenings and nights notify Supervisor of lower floor)

• President of Hospital or designee.
• Beep separately Nursing Administrator for Critical Care.

Paging the Casually Alert, with no more than one occasion of non compliance.

• Sound group alert (Code 7) via beeper
• Open page "Casualty Alert Level 1, 2 or 3"- on house & Simplex System.
• Open page and beep "Surgical House Officers to the Emergency Room"
• Open page and repeat every 10-15 seconds for at least one minute
• If it’s a HAZMAT - beep code team to physical therapy decontamination area.

0. Panic Alarm

Operator will read screen for location of alarm. Beep security stat to area of alarm, also ring extension 2610. No more than one occasion of non-compliance will be acceptable.

0. Telephone System Failure.

Use emergency telephone system. No more than one occasion of non-compliance is acceptable.

Notify proper personnel. No more than one occasion of non-compliance is acceptable.

0. Beeper System Failure.

Notify proper personnel.

Notify Long Range Beeper Vendor

Use emergency telephone system. No more than one occasion of non-compliance will be acceptable.

0. Miscellaneous responsibilities.

Patient information with no more than five occasions of non compliance is acceptable. From 8:00 p.m. to 7:30 a.m. all patient information calls are handled by operator.

Testing telephone lines. Between 3:00-4:00 a.m. all lines are tested for proper operation. Any not in operation are reported to Supervisor. No more than five occasions of non compliance is acceptable.

Security Back-up. Operator takes calls and messages when Security is out of office. No more than two occasions of non compliance is acceptable.

Wake up calls. Operator will wake up Residents and Interns when requested on a daily basis. No more than five occasions of non compliance is acceptable.

0. Speed of answer.

Operator's average speed of answer is 10-12 seconds and she/he will process 250-300 calls per hour. No more than three occasions of non compliance is acceptable.

Abandoned calls will not exceed 10 per hour 95% of the time.

0. Daily Read Book.

Operator will review this book daily to insure that they are up to date regarding hospital and departmental information and/or changes. All documents will be reviewed and initialed to indicate understanding of content. No more than three occasions of non compliance is acceptable.