If Our Receptionists/Switchboard Didn’t Exist, What Would Happen to Our Organization?

By: Peggy Tyson, SPHR, Human Resources Director

Have you ever wondered what PBX stands for?  PBX may refer to any one of the following:

      - Polymer-bonded explosive

      - Pre-B-cell leukemia homeobox

      - Private branch exchange, a telephone exchange that services a particular business or office

That led to more questions, but I think #3 tells me the answer I was seeking – Private Branch Exchange

The term PBX was first applied when Switchboard Operators ran company switchboards by hand. As automated electromechanical and then electronic switching systems gradually began to replace the manual systems, the terms PABX (private automatic branch exchange) and PMBX (private manual branch exchange) were used to differentiate them. Now, the term PBX is by far the most widely recognized. The acronym is now applied to all types of complex, in-house telephony switching systems.

Now that we know what PBX stands for, I’d also like to say that RPC would NOT be able to exist without our Receptionists/Switchboard Operators.  Cindy, Michelle, and Latosha are vital to our organization running smoothly.  Cindy, Michelle, Latosha and the many other people that help cover for them – Linda, Blair, T.O. Chevy, Mary Ann, Andy, Betty, Tina, Denise, Mignon – are the first person who comes in contact with all our customers, including our families and patients that want to be assessed for psychiatric health issues.  This person does much more than answer the phone.  This person is our eyes and ears in the lobby that fills with potential patients who some time are behaviorally challenged and want to hurt themselves or others.  Cindy amazes me in how she manages a whole lobby full of visitors in the evenings. PBX people are calm, cool, and collected as they handle conflict regarding visiting hours, lockers and confidentiality codes, etc.  Their compassion and customer service skills are excellent.  They are the most alert, vigilant, dedicated people, and know where everyone is in the lobby at any time. I am thankful for these very important people who make us look good, are passionate about making a difference, and smile while doing so! J  Thank you, PBX Team!