Lead Telephone Operator
Req #: 45243
Full Time
Shift: Varies
BGH Switchboard And Reception
United Health Services Hospitals
Binghamton, NY
Weekly hours: 40

Lead Telephone Operator, Binghamton General Hospital

United Health Services is seeking a Telephone Operator to join our Binghamton General Hospital team in Binghamton, NY. This is a benefits-eligible position.

Shift: Varies
Hours per week: 40
Salary range: $15.75-$21.26/hour, depending on experience


Lead Telephone Operator Position Overview

Responsible for the operation of the BGH and WMC switchboards including working with departments on answering service changes, staffing schedules, staff evaluations, staff hiring, staff disciplinary process, death certificate concerns and any other operational issues. Position also supervises the BGH and WMC Information Desks including schedules, hiring, disciplinary process, and daily operational concerns. Position also works as an Operator when needed.

UHS Binghamton General Hospital holds 220 beds and provides general medical clinic services such as surgical, rehabilitative, and emergency care to the people of greater Binghamton. It offers 24-hour emergency care and operates such major regional programs as orthopedic surgery, bariatric care, wound care, physical therapy and rehabilitation services, chemical dependency treatment service, behavioral health program, sleep center and gastroenterology laboratory at our medical clinic.

Lead Telephone Operator Responsibilities and Expectations

  • Organizes, oversees, and maintains Answering Service for groups within UHS that are using the Switchboard services. Trains other department office staff on the usage of the on-call calendars.
  • Works on the development of expanding answering service to additional groups. Works with lab supervisor, morgue diener, NE&PP supervisor and organ donation agencies on expiration procedures and process. Trains and ensures that switchboard staffs are following procedures dealing with Death Certificates. Assists staff when there are issues with the process.
  • Performs basic switchboard console database tasks and the new on-line directory. This includes adding, editing UHS employee information, Doctors, and appropriate local companies/contacts. The contact information could be phones, cell, pager, email and web addresses.
  • Reviews phone recordings for appropriate call handling for call complaints and to coach operators. Provides training to new Switchboard and Information Desk staff. Trains on all three shifts to assure they know what is expected on each shift and to learn the differences between the shifts.
  • Performs annual appraisals and new hire 30 and 90 day interviews.
  • Prepares the work schedules for the BGH and WMC Switchboards and Information Desks including the need to provide PTO and holiday time off while balancing the correct staffing.
  • Provides support to the Switchboard by being available via cell or phone to answer questions or help handle issues.
  • Monitors Switchboard and Information Desk staff regarding HIPAA compliancy
  • Demonstrate commitment to organizational Values of Compassion, Trust, Respect, Teamwork, and Innovation.

Position Qualifications

Minimum Required:

  • High School Diploma or equivalent


  • Previous Switchboard Experience, knowledge of Word, Excel, and Lotus Approach

Employee Benefits at United Health Services

When you work at United Health Services, you become part of our family. We’re proud to offer competitive benefits and compensation to our employees who make an impact every day.

  • Health, dental, and vision insurance
  • Voluntary benefits, including cancer, pet, and life insurance
  • 403(b) retirement plan with company match model
  • Immediate accrual of paid time off
  • Wellness program rewards and insurance discounts
  • Employee Assistant Program (EAP) counseling and concierge services
  • Free, extensive online training through HealthStream
  • Tuition reimbursement and education incentive programs to further your education, particularly in nursing or allied health fields

About United Health Services

United Health Services is a not-for-profit healthcare system serving more than 500,000 people in Upstate New York’s Southern Tier region. We offer integrated healthcare services across 60 locations, including four hospitals, three walk-in centers, and 22 primary care offices, in addition to home care services and senior living facilities. The United Health Services system employs more than 6,300 people and comprises 600+ providers who are all committed to providing and supporting the delivery of exceptional patient care.

United Health Services employees and providers are “LOVED!” This means we’re Living Our Values Every Day. Here, you’ll join a team that is dedicated to values-based, coordinated patient care. Every day, we outwardly live our Values of Compassion, Trust, Respect, Teamwork, and Innovation.


United Health Services in an Equal Opportunity Employer.

United Health Services, Inc. and the members of the UHS System neither are affiliated with, sponsored, endorsed nor approved by, nor otherwise associated with, Universal Health Services, Inc. (NYSE: UHS), UHS of Delaware, Inc. nor their affiliates, which can be found at www.uhsinc.com.

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Benefits That Make A Difference

While you’re making a difference in the health and well-being of our patients and communities, United Health Services takes care of you. We are proud to be able to offer our employees and providers a comprehensive benefits package that supports their needs today and for the future with a competitive retirement plan; comprehensive health, dental, vision and health savings and spending accounts; wellness programs that empower our employees to stay healthy and balance work and life goals; group life and disability options; and a generous paid time off (PTO) program. On top of that, we invest in you by offering tuition reimbursement and other programs designed to help you grow your career. The majority of these benefits are available to you for working at least 24 hours per week.

These are just a few of the perks and benefits you can expect when you join the United Health Services team. Be sure to ask your recruiter about all the benefits associated with the position you’re applying for.

Why United Health Services?

We are one of the region’s top employers with an excellent reputation for the care we provide. Our pay, benefits and perks are very competitive. We’re compassionate about patients and respectful of each other. We offer you the stability, size, scope and capabilities of big city health systems, but with the trust and familiarity of more personalized care. We’re engaged with our communities. And, we recognize the importance of work-life balance. Discover the difference you can make, here with us, at United Health Services.

About Our Region

Binghamton, a friendly and close-knit city in Broome County, offers beautiful and affordable homes in downtown, suburban and rural settings, as well as good public and private schools. Nightlife and cultural activities include craft breweries, restaurants and award-winning wineries. First Fridays celebrate local artists and there are frequent music and food festivals. Outdoor activities also abound, from skiing and golf to hiking, biking and more.