Receptionist (Switchboard Operator) at the Austin State Hospital
Performs routine switchboard operator work answering and routing incoming and outgoing telephone calls, connecting long distance calls, and conference calls using Mitel telephone call center software running on a PC computer within a Windows XP environment. Performs receptionist duties in meeting and directing hospital visitors, including those requesting patient information. Work involves adhering to department policy regarding release of confidential information when responding to visitors requesting release of such information. Work involves occasional interaction with hospital patients over the telephone and face to face encounters in the heavily trafficked area proximate to the switchboard office. Performs dispatch duties in taking information on on-grounds and in-city transportation requests from hospital staff and conveying these requests to transportation personnel using a two-way radio system. Work involves communicating information hospital wide using a public address function of a radio system base unit. Work involves the use of a pager system to contact on-duty or on-call hospital personnel, including use of a Motorola Alphamate 250 unit for paging text messages. Work involves checking out equipment and keys to restricted access areas to authorized hospital and outside personnel and keeping a hard-copy log of such transactions. Work involves monitoring a dedicated hospital telephone line for communication during emergency situations, including medical emergencies, and coordinating communication through the use of telephone lines, radios, and pagers during such situations among the on-site caller, on-grounds emergency response personnel, and outside emergency response agencies. Work involves monitoring a Simplex fire alarm network display unit and campus wide enunciator, reading information on an LED display when a fire alarm is triggered, and coordinating communication through the use of telephone lines, radios, and pagers among on-site personnel, on-grounds emergency response personnel, the Simplex fire alarm monitoring operator, and outside emergency response agencies. Work involves keeping records of work activities and preparing required reports through use of the Microsoft Office Word program. Work involves reference to and update of hospital information reference materials kept in both Microsoft Office Word and Excel program formats. Work involves routinely sending reports to the hospital Security department and other communications with hospital and statewide departments through use of the Microsoft Office Outlook program.
May train others, such as outside unit personnel being cross-trained in switchboard work duties and newly-hired switchboard personnel. Works under moderate supervision with limited latitude for the use of initiative and independent judgment. Some weekends, holidays, and after-hours may be required.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Places, answers, routes, and initiates local or long distance and TexAN calls, using Mitel telephone call center software running in a Windows XP environment. Keeps record of all long distance calls placed. Sets up conference calls when required.
Greets and communicates with on-grounds visitors, offers directions to hospital campus locations when needed, and responds to visitor inquires for patient information. Adheres to department policy for release of confidential information when responding to requests for such information.
Performs dispatching duties in taking information for on-grounds and in-city transportation requests from hospital staff and relaying this information to transportation personnel through use of a two-way radio system.
Operates a paging system for communicating with on-duty or on-call hospital personnel, including use of a Motorola Alphamate 250 unit for paging text messages.
Checks in/out equipment and keys to restricted access areas to hospital employees and authorized outside personnel. Keeps a written hard-copy record of such transactions in a logbook and an electronic record as part of a work shift report using a Microsoft Office Word program.
During emergency situations such as fires, bomb threats, patient or staff illness, etc., responds to notification of such by coordinating communication among on-site personnel, on-grounds emergency response personnel, and off-grounds emergency response agencies through the use of telephone lines, pagers, and two-way radios. Performs hospital-wide communications during such situations as severe weather conditions through use of the public address function of a radio base unit. Keeps a detailed account of such events through use of a Microsoft Office Word program and transmits reports to the hospital Security department of such events through the use of a Microsoft Office Outlook program.
Other duties as assigned, including but not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.
Knowledge Skills Abilities:
Knowledge of the operation of a telephone switchboard or consoles and community resources for referral purposes and of agency operations.
Knowledge of administrative, clerical, and data entry procedures and systems.
Skill in using a personal computer and office equipment.
Ability to transfer incoming calls to appropriate personnel, to communicate effectively, to greet and direct visitors, to perform routine clerical duties, and to train others.
Ability to see, read, write, count, tell time and understand English.
This position requires the additional abilities to: 1. Handle stress. 2. Work alone or closely with others. Possible long irregular work hours. Emergency type situations using communication skills and/or dispatching using two-way radios, pagers, cellular phones and computers
Registration or Licensure Requirements:
Initial Selection Criteria:
Graduation from a standard senior high school or GED.
Prior knowledge and experience as a switchboard operator or receptionist/clerical/data entry work or experience with a PBX console.
Experience answering multi-phone lines.
Basic computer skills.
Experience using Microsoft Office software, such as Word, Outlook and Excel.
Must be able to work day, evening, night shifts; to include after-hours, on call, work weekends and holiday time. Unrestricted availability is required (based on page 1 of the State of Texas application including assessment).
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS employee service center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.