Comm Console Operator

Job Summary:

This position is responsible for answering all incoming calls for three medical centers on a multi-trunk switchboard, doctors exchange, and wall phones. Additionally, it involves answering after-hour calls for all MyMichigan alarm systems, paging appropriate codes, and personnel as requested. The role also entails maintaining electronic messages of patients requesting contact with physicians and medical center personnel, recording daily instructions from physicians and personnel, and maintaining an on-call record of physicians. Furthermore, it involves updating this schedule on the MyMichigan Intranet page, relaying messages, and assisting customers with telephone usage. The position also requires maintaining phone and pager equipment, including adding, deleting information on pager lists, and entering physician whereabouts information into the Medi-Cal system. Lastly, it involves obtaining information on all new physicians entering the health system.

Key Responsibilities:

1. Answer all incoming calls expediently, execute proper disposition of calls in a professional manner, and provide all callers efficient communication means frequently.
2. Page physicians, on-call employees, and other personnel as requested, maintain accurate up-to-date records of the whereabouts and methods of reaching personnel, and provide service as needed on a frequent basis.
3. Regularly maintain files on patient information with constant awareness and protection of patient rights and confidentiality, giving family and friends an opportunity to converse with the patient.
4. Monitor code lights, emergency phone lines, TDD line, and City of Midland emergency warning system. Remain prepared to page appropriate emergency code at any given moment according to proper procedure, and produce accurate warning and safety measures for patients and personnel on a regular basis.

Additional Duties:

1. Receive and record calls from Doctors Exchange Line, relay messages to physicians for after-office hours calls, enter patient messages in computer, and document how physician was contacted on a regular basis.
2. Other duties as assigned, including cross-training of the Security Dispatch position, including receiving telephone, verbal, and written service requests and recording information; communicating by dispatching, verbal, and/or writing information to appropriate staff.
3. Input data via TMS system for maintenance database, assist by providing maintenance reports as required; record all security activities on security dispatch software.
4. Monitor and page all fire codes as received on the fire monitor/computer system located in dispatch; monitor all panel and computer alarms and report to the appropriate staff.
5. Receive, record, and distribute information and/or items of Lost & Found; create and issue badges for the entire health system.

Requirements:

High School Diploma or GED. Knowledge of Switchboard practices and procedures as normally acquired through 18 months to two years experience working in the medical center or similar setting preferred. Information retention skills needed to accurately take and relay messages. Organizational skills needed to prioritize workload and record information accurately. Interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner.

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