Console Attendant

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Answers a wide range of calls from the hospital’s main telephone line, interprets where the call needs to be directed, and transfers the call to the appropriate area. Performs multiple functions related to paging services including paging physicians, and rolling pagers. Make’s same-day changes to the On Call schedule as a backup to the department schedulers.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High School diploma or equivalent

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. One (1) year customer service experience, or console attendant experience

2. Experience in a medical office setting

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Answered attendant console within three rings, in a courteous manner, 100% of the time, identifying the Hospital and attendant services.

2. Ability to think quickly and clearly to analyze and respond to calls.

3. Work with all levels of the organization and public.

4. Continually assist callers, in any possible way, routing to the appropriate personnel 100% of the time, with minimal valid complaints in a six month period.

5. Ability to recognize true emergency calls and follow emergency procedures to prioritize calls.

6. Ability to decipher from illiterate or sometimes harried callers what they need and quickly route them to the appropriate person or area.

7. Ability to assist callers/visitors who speak little English.

8. Ability to handle callers/visitors who are irritated, concerned, abusive, frantic, etc. in a professional and mature manner.

9. Respond to all emergency, fire/security, and STAT pages and calls immediately upon receipt of call, in accordance with Hospital and department policies.

10. Assists medical faculty and staff in a courteous manner by responding in accordance with Hospital and departmental policies and procedures.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to sit for long periods of time (6-8 hours)

2. Requires working under stressful conditions.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Job Description:

Scheduled Weekly Hours:

16

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

WVUH West Virginia University Hospitals

Cost Center:

550 WVUH Scheduling Call Center