DEFINITION

Under general supervision, operates a call commander, attendant console and on-line directory look up terminal; gives routine information and assistance to the public and hospital staff; performs general system monitoring, basic phone support tasks; and to do other work as required.

CLASS CHARACTERISTICS

This class is characterized by operation of telephone equipment and contact with the public to provide information or assistance, and is distinguished from the general clerical series in that it handles a high volume of telephone calls and requires knowledge of sophisticated telephone switchboard equipment, basic computer system operations.

POSITION QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way would be:
Education

Completion of high school or equivalent.

Experience

Minimum of one year experience operating a switchboard preferably in a health care industry.

Special Requirement:
**Must be able to work on weekends and holidays**

KNOWLEDGE & ABILITIES

Knowledge of:
The techniques and procedures used in the operation of an attendant console and on-line directory lookup system for a large telecommunications network.

The accepted techniques for processing incoming and outgoing calls, to include operator assisted calls, credit card calls, conference calls, etc.

Hospital established policies quality assurance program, safety, environmental and infection control policies and procedures.

Microsoft Windows, AS/400, InfoRad and other similar systems.

Ability to:
Learn quickly the organization, functions, services and locations of County agencies/departments and divisions, and remember telephone numbers, names and places frequently called.

Communicate effectively and speak clearly.

Operate a telephone attendance console and on-line directory lookup in a multi-agency/department organization with speed and accuracy.

Maintain records and conduct studies and surveys related to attendant console operations.

Function performing basic computer tasks viz. password resets and system monitoring.

React to certain emergency conditions or systems failures as provided by procedure.

Process incoming/outgoing calls quickly, courteously and accurately.

Understand and follow oral and written directions.

Perform general clerical work.

Establish and maintain effective working relationships with the public and fellow employees.

Work effectively under stress and in emergency relationships with the public and fellow employees.

(PER DIEM/Varied shifts/8 hour Shifts)