Teresa Calhoun
Rock Falls,IL
Summary
Dedicated customer service professional well-versed in operating multi-line systems. Competent in administrative tasks such as photocopying and typing. Offering excellent organizational, communication and problem-solving abilities developed over 19 years of related experience.
Overview
19
19
years of professional experience
Work History
Switchboard Operator
KSB Hospital
08.2004 - Current
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Documented messages and forwarded to correct individual.
- Answered calls on first ring and engaged customers with friendly, professional demeanor.
- Announced important information and emergency notifications over PA system.
- Trained and mentored new Switchboard employees.
- Created and maintained all new employee training documents.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Received incoming calls to the hospital and all over-flow calls to the 7 outlying clinics and directed all calls appropriately.
- Page physicians and other various departments afterhours for patients.
- Create and maintain the daily provider on call sheet for the department.
- Create and distribute monthly, semiannual and annual on-call calendars for 15 physician specialty groups to 38 providers and 11 offices and office managers.
- Contact the on-call team for Cath Lab, Surgery and Endo for any cases needing done after hours.
- Help update and maintain documents for the Cath Lab, Surgery and Endo departments for when the on-call teams are needed.
- Maintain the procedure guides for 10 emergency codes emergency codes and 2 emergency events.
- Announce all emergency codes on the hospital PA system.
Education
Some College (No Degree) - General Studies
Sauk Valley Community College
DixonHigh School Diploma -
Amboy High School
Amboy05.2001
Skills
- Strong Telephone Etiquette
- Message Taking
- Excellent Verbal Communication Skills
- Call Routing
- Clerical Support
- Typing Skills of 84 WPM
- Paging Systems
- Computer Skills
- Use Outlook for: work email, entering data into folders/calendars, create recurring events and creating meetings
- Efficient in Word
- Efficient in Excel
- Efficient in LynxIT
- Used ShoreTel Communicator to facilitate phone calls
- Used Cisco Unified Attendant Console to facilitate phone calls
- Used Cerner Applications Power Chart PROD for inpatient census
- Used AS400 for inpatient census and data entry
Timeline
Switchboard Operator
KSB Hospital
08.2004 - Current
Some College (No Degree) - General Studies
Sauk Valley Community College
High School Diploma -
Amboy High School
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