Job Description

HOURLY RANGE: $21.19- $25.70

NY HELPS:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).
For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means NO EXAMINATION IS REQUIRED, but all candidates must meet the minimum qualifications of the title for which they apply.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, WITHOUT HAVING TO TAKE A CIVIL SERVICE TEST.
Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State.
While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

DISTINGUISHING FEATURES OF THE CLASS: The work involves operating a computerized telephone system at the Erie County Medical Center Corporation. The incumbent performs routine work, relaying incoming, outgoing and inter-office calls. The extent of duties varies with the type of communication system in use. Work is performed under the general supervision of a higher-level employee in accordance with established procedures. Does related work as required.

TYPICAL WORK ACTIVITIES:

• Operates a computerized telephone system;
• Staffs lobby reception desk; greets visitors and directs them to appropriate staff member, department/section and initiates a routing slip when required;
• Directs patients to their destination;
• Relays incoming, outgoing and inter-office telephone calls;
• Makes long distance calls; maintains log of international calls;
• Operates public address system, paging system or other communication systems;
• Maintains log of healthcare emergency codes;
• Consults emergency contact information;
• Provides reports of calls and codes;
• Uses Meditech to locate patients;
• Enters information into patient transport system;
• Prepares daily spreadsheet of services and on-call physicians;
• Sends faxes;
• Assists with providing information and documentation to the public;
• Provides pagers and language phone and maintains record of distribution;
• Maintains a current directory of personnel, patients or frequently used numbers;
• Stamps, sorts and post out-going and incoming mail;
• Assists with routine clerical duties when volume of calls permit.

IN ADDITION, IF ASSIGNED TO THE SKILLED NURSING FACILITY:

• Monitors closed-circuit television and alerts security or other appropriate staff to possible problems;
• Responds to, announces and alerts security or other staff of wandering residents, fire, alarms, etc.;
• Accepts package deliveries during non-business hours;
• Sorts incoming mail on Saturdays, gives mail to pre-approved residents;
• Provides general information regarding facility programs and events.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Good knowledge of the operation of a computerized telephone system and proper techniques of placing and receiving telephone calls; good knowledge of organization and functions of the department assigned to; working knowledge of office terminology,
procedures and equipment; working knowledge of hospital codes; ability to speak clearly and distinctly in a well-modulated and pleasant voice and to use correct grammatical construction and choice of words; ability to maintain simple clerical records neatly and accurately; ability to use computer keyboard and business office systems; ability to understand and follow simple oral and written instructions; ability to get along well with others; tact; courtesy; neat appearance.
initiative; resourcefulness; independent decision making; physically capable of performing the essential functions of the position with or without reasonable accommodation.

MINIMUM QUALIFICATIONS:

1. Graduation from high school or possession of a high school equivalency diploma and one (1) year of office clerical experience involving responsibility for answering a telephone, taking messages and similar duties; or:
2. Three (3) years of experience as a telephone operator, switchboard operator of office clerical experience involving responsibility for answering a telephone, taking messages and similar duties; or:
3. An equivalent combination of training and experience as defined by the limits of (A) and (B).

NOTE: Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements.