About Us
The McLaren system includes 12 hospitals across the state, ambulatory surgery centers, imaging centers, a 730-member employed primary and specialty care physician network, commercial and Medicaid HMOs covering more than 242,000 Michigan lives, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network, and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, a National Cancer Institute-designated comprehensive cancer center. McLaren has 20,000 full-, part-time and contracted employees and more than 93,000 network providers throughout Michigan.
Private Branch Exchange Operator
Position Summary: The PBX Operator supports the healthcare facility by providing good customer service and patient experience by managing all incoming and outgoing calls, including looking up patients and transferring calls to patient room numbers, facilitating internal and external communication, and ensuring timely dissemination of critical messages. This role is responsible for operating the PBX/telephone using a Lucent Technologies Definity PBX console, managing communication alerts such as Rave notifications, and maintaining accurate daily on-call schedules for physicians and departments. Responsible for the relay and recording of written and verbal messages, including documenting and maintaining disaster and code information.
Essential Functions and Responsibilities:
1. Answer all calls to console and connect to the requested extension. Make all announcements over public address system, including codes. Dial numbers for physicians, employees, and patients following established policies.
2. Ensure that all telephone equipment, including pagers, are kept in working order.
3. Maintain records relating to fire and disaster drills. Maintain various logs, including but not limited to ‘Stat’ pages and media calls.
- Dispatch internal and external messages accurately, including urgent notifications, overhead announcements, and communication alerts through the Rave system.
- Monitor communication equipment and report malfunctions or service interruptions.
- Receive daily on-call schedules for physicians, clinical departments, and specialty services.
- Verify accuracy of submitted schedules and follow up with departments as needed to resolve discrepancies.
- Update and distribute the daily on-call schedule sheet in accordance with facility protocols.
- Maintain real-time updates when scheduling changes occur, ensuring staff have immediate access to current information.
- Follow established procedures for emergency codes, disaster communication, and escalation protocols.
- Activate Rave alerts or other mass notification systems as directed.
- Assist with communication support during drills, emergencies, and downtime events.
- Document all significant communication events in logs or tracking systems.
- Support workflow efficiency through continuous communication with clinical and administrative teams.
- Participate in training, competency assessments, and quality improvement initiatives.
16. Provide good customer service to promote patient experience.
Other duties as assigned.
Qualifications:
Required:
Preferred:
· Previous PBX, telecommunications, or call center experience; healthcare environment experience a plus.
Equal Opportunity Employer
McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law.
