Comm Console Operator - MyMichigan Health

Summary:This position answers all incoming calls for three medical centers on a multi-trunk switchboard, doctor’s exchange, and wall phones. Also answers the after hour calls for Home Care and MPG offices in Farwell, Clare, Mt. Pleasant, Harrison and Gladwin.  Monitors alarm systems, pages appropriate codes, and personnel as requested. Maintains electronic messages of patients requesting contact with physicians and also medical center personnel requests. Records daily instructions from physicians and personnel. Maintains an on-call record of the physicians. Responsible for updating this schedule on the MyMichigan Intranet page.  Relays messages and assists all customers with telephone usage. Maintains phone and pager equipment, including adding, deleting information on pager list. Responsible for entering all physician whereabouts information into the Medi-Cal system.  Responsible to obtain information on all new physicians entering the health system.  Responsibilities:

(35%)*  Answer all incoming calls expediently, execute proper disposition of calls in a professional manner, and provide all callers efficient communication means frequently.

 

(35%)*  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.

 

(15%)*  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.

 

(15%)*  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 produces accurate warning and safety measures for patients and personnel on a regular basis.

 

OTHER DUTIES AND RESPONSIBILITIES: 

Receive and record calls from Doctor’s 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.

 

Other duties as assigned, including cross training of the Security Dispatch position, including: Receive telephone, verbal and written service requests and record information; communicate by dispatching, verbal, and/or writing information to appropriate staff.

 

Input data via TMS system for maintenance database, assist by providing maintenance reports as required; record all security activities on security dispatch software.

 

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.

 

Receive, record, and distribute information and/or items of Lost & Found; create and issue badges for the entire health system.

 

MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft® Windows.

 

An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Certifications and Licensures:

NA

Required Education:Other Information:

EXPERIENCE, TRAINING AND SKILLS: 

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.

    

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.

 

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

 

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.

 

Overall vision and hearing is necessary with or without assisted device(s).

 

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.

 

Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

 

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

 

Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.

 

Physical Demand Level: Sedentary.  Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.

 

Other Comments: