• Under the direction of the Lead Operator, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems.

• Performs telecommunications functions without requiring constant supervision.

II. Job Relationships:

• Reports to Lead Operator and to the Director of Telecommunications

• Must be able to effectively communication with all medical center personnel and the general public in a professional manner.

III. Authority:

• Refer to Job Responsibilities.

IV. A. Responsibilities/Essential Functions:

• Provides superior customer service to internal and external clients, customers, and patients as referenced in the Service Excellence Standards."

• Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input).

• Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.

• Perform paging/answering services for medical center staff and execute related functions; prepare on-call schedules, monitor " Wandering System," Issue beepers, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.

• Record and report telephone related problems to the Lead Technician.

• Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.

• Capable completion of and utilization of numerous on-call schedules.

• Process calls regarding "Interpreter Services" following established procedures.

• Respond to and process TDD calls.

• Act as Security Dispatch and Patient Information during off-hours.

• Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.

• Work without direct supervision, exert excellent judgment based on sound logic and adhere to medical center and departmental policies and procedures.

• Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner.

• Anticipate customer needs and be flexible in responding to them.

• Monitor all alarms and respond/report according to Medical Center procedures.

B. Responsibilities/Non-Essential Functions:

• Performs related duties as needed and assists occasionally in special projects as requested.

V. Reporting Requirements:

• Reports immediately to the lead operator any deviation of normal operation.

• Reports immediately to the lead operator of any unusual occurrences related to patients, staff, general public or self.

• Reports all incidents and/or breaches of procedures to the Lead Operator.

VI. Accountability:

• Is accountable for maintaining the confidentiality and security of all medical center related, staff related and patient related data and information.

• Is accountable for abiding by all relevant medical center policies and procedures.

• Is accountable for accurately recording/reporting all technical information relative to codes, etc.

• Is accountable or observing all policies and procedures of the department and the medical center.

JOB REQUIREMENTS

EDUCATION:

• High school diploma or GED

EXPERIENCE:

• One year experience in a business or medical related field with heavy telephone usage.

• Ideally will have performed telephone operator or call director duties.

• Customer service experience a must.

KNOWLEDGE AND SKILLS:

• Excellent interpersonal and communications skills.

• Ability to speak clearly and precisely.

• Excellent grammar.

• Flexibility in a fast paced hectic environment.

• Patience under pressure.

• Kindness and sensitivity to all the people we serve.