Job Requirements

General Summary

Serves as Telephone Assistant in the Telecommunications Department and as such is responsible for providing direct customer service to physicians and in-patient and out-patients with knowledge of practices used in the operation of the telephone switchboard. Employees in this classification may be assigned to day, evening, night or rotating shifts, which include weekends, and holidays. Employee may be subject to call-in.

Mission

All employees are responsible for extending the mission and values of Baltimore Washington Medical Center by dedicating oneself to providing the highest quality healthcare services to the communities we serve.

Reporting Relationships

This position reports directly to the Manager, Telecommunications.

Qualifications

High school diploma or equivalent required. Must be able to type at least 25 words per minute and have strong oral communication skills. Knowledge of correct business English skills is essential. Needs strong organizational skills and the ability to work without extensive supervision.

Working Conditions

Potential for exposure minimal to communicable diseases and hazardous materials, requiring the observance of Standard Precautions and safe handling practices. This position has been classified as low or no exposure risk and does not require the completion of an annual testing, but may require "just in time" testing if the need arises.

Principal Responsibilities and Tasks

I. The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

Monitors alarms for security, laboratory, pharmacy, maintenance, and facilities.

Work Experience

Knowledge, Skills and Abilities

Proficient knowledge of operating a telephone switchboard, customer service skills.
Ability to follow department protocol when answering phones, and the ability to always speak calmly and clearly.
Highly effective verbal communication skills are essential to communicate with the public, patients, and Team Members in this customer service position.
Highly effective interpersonal skills are required to work with the public and staff, and ability to pay close attention to detail to relay accurate messages of significant importance.
Highly effective verbal communication skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating staff and explaining hospital/departmental policies and procedures are necessary. Verbal communication skills may include communicating with an interdisciplinary team, patients, and families. Effective writing skills are also required in order to take messages and maintain miscellaneous records, receipts, reports and logs.