Standard Occupational Classification (SOC): Switchboard Operators, Including Answering Service

Switchboard operators, including answering service, play an important role in healthcare by providing communication and customer service support for healthcare organizations.

Switchboard operators are responsible for answering and directing incoming calls, providing information to callers, and transferring calls to the appropriate department or individual. They may also take messages, schedule appointments, and provide general information about the organization.

Answering service operators provide similar services, but they typically work for an outside company that contracts with healthcare organizations to provide telephone answering services. These operators answer calls on behalf of the healthcare organization, providing information and transferring calls as needed.

In healthcare, switchboard operators and answering service operators play a critical role in ensuring that patients and other callers can easily reach the healthcare organization and receive the information they need. They can also help to reduce the workload of other healthcare staff by handling non-clinical calls and tasks, allowing them to focus on patient care.

Effective switchboard operators and answering service operators require strong communication skills, customer service skills, and the ability to multitask. They also need to be familiar with the healthcare organization’s policies, procedures, and services, as well as HIPAA regulations and patient confidentiality.

Overall, switchboard operators and answering service operators play an important role in healthcare by providing communication and customer service support for healthcare organizations.