Solution Center Operator I

Location: Salem Health, 665 Winter Street SE, Salem, Oregon 97303
Department: Solution Center
Position Type: Full Time, 40 hours/week, Non-Exempt
Schedule: 2:30 pm - 7:00 am, Monday - Friday

Your role with us

The solution center operator I provides foundational support in operating Salem Health's switchboard system, handling calls and messages, and assisting in emergency situations while maintaining a professional demeanor. This role requires strong communication skills and the ability to multitask in a fast-paced environment. The operator I will learn and grow in their role, supporting the solution center team.

What you'll do

• Answers incoming calls promptly and directs them to the appropriate location, department, or individual using standard procedures.
• Handles multiple lines efficiently while maintaining composure and a professional manner.
• Records and processes messages for healthcare providers according to approved procedures, taking accurate and detailed messages and relaying them promptly via designated methods.
• Prioritizes urgent messages to ensure timely delivery to intended recipients.
• Activates emergency codes promptly according to approved policies and procedures, notifying appropriate personnel and remaining calm under pressure.
• Prioritizes code activation and follow-up based on patient safety, managing multiple codes simultaneously when necessary.
• Maintains and updates the on-call schedule for medical staff, including physicians, nurses, and other healthcare professionals.
• Monitors alarm systems and notifies the appropriate person or response team according to approved policies and procedures.
• Participates in process improvement projects to enhance workflows and eliminate waste.

Required qualifications

• Minimum six months of experience in a contact center, helpdesk, desktop support, or customer service role.

Additional Information

• Proficiency in MS Windows, MS Office Suite, ITSM Tools, and other assigned applications and technologies is highly valued.
• Experience with software development and implementation technologies is beneficial.
• Strong communication skills support effective technical assistance and collaboration.
• A solid foundation in computer operations, networks, and data communications enhances job performance.
• Adaptability, efficiency, and discretion in a fast-paced environment, including the ability to maintain confidentiality, contribute to success in this role.

Why Salem Health?

Salem Health is a Top Workplace in Oregon, known for fostering a supportive culture where your contributions truly matter. As an award-winning, independent health care system, we serve our region through Salem Hospital, multiple community clinics and West Valley Hospital, ensuring broad access to high-quality care.

We believe in empowering our teams. Through Lean principles, staff help drive innovation and solve real problems. We also invest in your growth with professional development, tuition assistance, and clear career pathways. At Salem Health, you'll find more than a job, you'll find purpose, connection, and room to thrive.

Salem Health Hospitals and Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other status or condition protected by law.

Salem Health Hospitals and Clinics is committed to providing access, equal opportunity, and reasonable accommodation for applicants. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact my.recruiter@salemhealth.org.