West Virginia University Hospital
Job Title :
Console Attendant (26064)
Health Access and Information (90545)
Supervisor, Patient Access
†††††† To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.† The
†††††† Requirements listed below are representative of the knowledge, skill, and/or ability required.† Reasonable
†††††† Accommodations may be made to enable individuals with disabilities to perform the essential functions.
o High school education
o Prefer at least one year experience as attendant operator or similar operator experience, preferably in a hospital environment
†††† Operates a wide range of communications equipment to ensure a smooth and continual service in support of Hospital
†††† services, education and research.† Performs administrative functions in telecommunication related software packages.
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
Operates hospital-wide telecommunication equipment to ensure smooth, continuous communications and services are facilitated and that the Hospital is presented in a positive manner.
Answers attendant console and Intellidesk for windows within five rings, in a courteous manner, 100% of the time, identifying the Hospital and attendant services, monitored by supervision.
Work with all levels of the organization and public.
Continually assists callers, in any possible way, routing to appropriate personnel, 100% of the time, with no more than two valid complaints in a six (6) month period, as monitored by customer feedback and supervision.
Operates radio paging terminal and performs overhead paging functions, upon user request, in a timely, courteous and efficient manner, 100% of the time, monitored by supervision.
Ability to recognize true emergency calls, follow emergency procedures, to prioritize calls.
Ability to decipher from illiterate or sometimes harried callers what it is they need and to quickly route them to the appropriate person or are.
Ability to handle callers/visitors who are irritated, concerned, abusive, frantic, etc. in a professional and mature manner.
Ability to handle stressful situations.
Ability to assist callers/visitors who speak little English.
Ability to think quickly, clearly; to disseminate accurate information.
Ability to perform administrative functions in specified software systems (Intellidesk for Windows, SDC. Etc.).
Processes and researches mail returns when assigned, recommending dispositions for those unable to trace.
Respond to all emergency, fire/security and STAT pages and calls immediately upon receipt of call, 100% of the time, in accordance with Hospital and department policies and procedures monitored by supervision.
Maintains support for unit, other Hospital departments, medical faculty and staff, and personnel to ensure efficient utilization of time, resources and resolution of problems.
Assists medical faculty and staff in a courteous manner by responding in accordance with departmental and Hospital policies and procedures, as monitored by customer feedback and supervision.
Maintains current listings of the following: monthly log of on call physicians and other hospital personnel; radio paging receivers, telephone extension numbers for internal and external users, updated and reported as needed and according to departmental policies and procedures, 100% of the time, monitored by supervision.
Maintains support for patients and visitors ensuring visit is a positive experience.
Assists patients in making local and long distance calls upon request, in a pleasant, courteous manner, 100% of the time, monitored by supervision.
Other related duties as assigned.
††††† Typical Working Conditions
††††† ††††††† Working with all levels of multiple organizations and general public.
†††††††††††††† Working flexible hours and on an as-needed basis.
†††††††††††††† Work is performed in a single room with multiple electronic devices.
†††††††††††††† Minimal face-to-face public contact.
†††††††† Demonstrates regard for the dignity, respect, and safety of all patients, family members, visitors and Hospital
†††††††† Personnel as defined in the philosophy of the organization.
††††††††††††††††† Displays a caring and courteous attitude and represents the Hospital in a positive manner to all persons
††††††††††††††††† noted above, 100% of the time, monitored by supervision.
††††††††††††††††† Maintains the confidentiality of patient and unit information, without infraction, monitored by supervision.
††††††††††††††††† Promotes and contributes positively to interdepartmental and intradepartmental relationships with no
††††††††††††††††† more than two valid complaints in a 6 month period, monitored by supervision.
††††††††††††††††† Adheres to unit and Hospital safety policies and procedures 100% of the time, monitored by supervision.
Maintains proper attendance and punctuality to ensure that the Hospital is operated in an efficient and cost-effective manner.
††††††††††††††††† Maintains proper attendance, in accordance with Hospital policy, monitored by supervision.
††††††††††††††††† Reports to work on time in accordance with Hospital policy and departmental policy, monitored by
††††††††††††††††† Provides adequate notice to supervisory personnel prior to absence or lateness in accordance with
††††††††††††††††† departmental policy, monitored by supervision.
†††††† Participates in meeting the goals and objectives of the work unit and department to ensure that the department
†††††† contributes to the attainment of the Hospitalís goals and objectives.
††††††††††††††††††††††† Promotes and contributes positively to the department by volunteering to assist co-workers, contributing
††††††††††††††††††††††† ideas and problem-solving with co-workers, as observed by supervision.
††††††††††††††††††††††† Participates in planning and implementing change and maintaining and improving productivity through
††††††††††††††††††††††† attendance and participating in staff meetings, committees, task forces, projects and discussions with
††††††††††††††††††††††† supervisor, as observed by supervision.
Physical Demands : 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.
††††††††††††††††††††††† The ability to sit for long periods of time (6-8 hours).
††††††††††††††††††††††† Requires the ability to identify and respond to audible alarms
††††††††††††††††††††††† Requires the ability to perform several tasks simultaneously
††††††††††††††††††††††† Requires working under stressful conditions
††††††††††††††††††††††† Above average verbal communication skills
Work 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.
Knowledge, Skills and Abilities:
o Ability to understand and use currently installed software in order to operate attendant console and