Under general supervision and according to established policies and procedures, operates various telephone communication equipment, answers/connects calls placed through the Medical Center telephone system, provides paging services for physicians and designated Medical Center personnel when assigned, provides answering service for Medical Center physicians. Work is characterized by significant mental/visual concentration and the need for tasks to be performed timely and accurately. Participates in quality assessment and continuous quality improvement activities. Complies with all appropriate safety and infection control standards. Performs all job duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior.Works under the general supervision of the Communications Supervisor who reviews work for conformance to established policies and procedures.

Responsibilities

Operates telephone console equipment to answer, screen, transfer, connect and place local/long distance calls. Provides directory assistance by relaying telephone numbers, titles, and location of Medical Center personnel. Arranges conference calls, and dispatches electronic/wired communications.

Pages physicians, security, and other designated Medical Center personnel by voice intercom or pocket radio pages.

Reports bomb threats and severe weather and fire warnings/watches to appropriate personnel.

Provides answering service for physicians when assigned by screening, recording, and relaying messages.

Maintains various required records and reports such as on-call physician schedules, patient location/condition information, long distance telephone call logs, and telephone service/repair records.

Receives daily employee calls of reported absence/tardiness. Records and distributes information appropriately.

Performs other related duties as required. Utilizes new improvements and/or technology that relate to job assignment.

Qualifications

High school graduate and/or GED equivalent.

Six (6) months of experience in the operation of a branch telephone exchange switchboard or electronic/computerized counsel or one (1) year of experience providing customer service in a call center.

Working knowledge of customer service methods.

Demonstrated knowledge and aptitude of personal computers and various software applications or computerized communication systems.

Ability to handle difficult situations with diplomacy, composure, and tact.

Ability to handle sensitive information in a confidential manner.

Ability to answer calls and questions promptly and efficiently with a well modulated and pleasant voice.

Ability to communicate effectively.

Ability to promote good hospital/community relations.

Ability to understand and carry out oral and written instructions.

Ability to keep records, prepare simple reports, and perform routine clerical work.

Ability to comply with departmental performance standards.

Ability to maintain effective working relationships with supervisors, co-workers, other Medical Center staff, physicians, patients, and the general public.