Clerk Page/Telephone Operator

Job Summary:
-Operates Attendant, Page, and Answering Service consoles.
-Performs job-related clerical duties.

Telephone Operations:
-Operate Amcom PC operator workstation to receive, direct, and place internal and external calls according to policy.
-Initiate page calls on the computer system, radio long range, and aural page systems.

Performance Expectations:
-Provide quality telephone operator coverage utilizing all the features of the AMCOM Call Center application.
-Provide page support in a timely and accurate manner.

Page System Support:
-Operate radio page system according to FCC regulations.
-Program Zetron paging system changes as necessary.
-Assist in maintaining record of local calls and air call paging.

Performance Expectations:
-Provide quality customer service for page system users.
-Assist with Zetron testing, pager configuration/troubleshooting, and database updating, as needed.

Emergency Support:
-Perform all duties for medical and surgical emergencies in conformity with emergency policies and procedures.
-Respond to all emergency calls such as: Medical Emergency, Fire (manually count bells), Bomb Threats, and other disasters.
-Follow procedures as documented in departmental procedures and follow up on all calls.
-Document all emergencies for reporting to the Emergency Preparedness Committee.

Performance Expectations:
-Provide emergency response and notification services following documented notification procedures, including following escalation processes as required.
-Follow all required documentation and notification instructions.

On Call Schedule Maintenance:
-Receive on call schedules from departments and enter into the computerized Amcom system for use by evening, night, and weekend staff.
-This information will also be transferred to the website to be used by all employees.

Performance Expectations:
-Provide transcription service for on call schedules in a timely and accurate manner.

Answering Service:
-Receive information from Doctors Answering Service and enter into the computerized Amcom System for use by evening, night, and weekend staff.

Performance Expectations:
-Provide transcription service for doctor s answering service information in a timely and quality fashion.

Administrative and Clerical Support:
-Prepare telephone toll and message unit charge tickets for each call placed for department individuals.
-Change batteries on page units as necessary.
-Transmit Telex messages and distribute incoming messages to appropriate departments.
-Respond to TTY unit (hearing impaired) when necessary.

Performance Expectations:
-Assist with financial management, inventory management, message delivery, and related ancillary clerical or operational tasks as needed.

Problem Management:
-Receive, record, and forward all trouble calls for off-hours trouble reporting.

Performance Expectations:
-Provide support, following documented processes, for all telecommunication-related and possibly miscellaneous trouble calls that are received.
Skills: Required Skills & Experience:
-Client will allow any amount of experience. If there is none, this should be escalated.