Modernizing the Hospital Operator for Better Patient and Clinical Connections

Beyond the Switchboard

The hospital operator is often the first human connection a patient, family member, physician, or outside caller has with a healthcare organization. Yet in many hospitals, operators still navigate disconnected directories, on-call schedules, patient locations, paging tools, and communication systems to get callers where they need to go.

As healthcare organizations modernize their technology environments, the operator function deserves a closer look—not simply as a legacy switchboard to replace, but as an essential connection point across patient experience, clinical communications, and daily hospital operations.

In this webinar, we’ll explore how a modern Operator Console can bring provider information, on-call schedules, patient context, and routing workflows together in a single operator experience. We'll examine how hospitals can improve call handling, reduce manual lookup and transfer work, and establish a more consistent approach to connecting people across facilities and departments, all while working with existing communications infrastructure.

What you'll learn

• Where fragmented operator workflows create avoidable delays, transfers, staff effort, and caller frustration.
• How a unified, healthcare-aware console helps operators connect callers to the right person, department, or destination.
• How to evaluate Operator Console opportunities based on hospital type, communication complexity, and existing technology.
• What multi-facility health systems should consider when standardizing operator services while preserving local accuracy and operational needs.

‍Who should attend

Healthcare telecom and IT leaders, hospital operations executives, patient experience leaders, and teams responsible for operator services and clinical communications.

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