Operator (40hr/week, day shift)
Lancaster General Hospital
9037 ABBCI Business Office
ABBCI Cancer Clinic- Admin Support
POSITION SUMMARY: The Operator runs the telephone system console to facilitate communication throughout the Ann B. Barshinger Cancer Institute (ABBCI). Promotes a positive image of Lancaster General Health and provides quality service to all customers. Responds to all emergency calls expeditiously and in a calm and courteous manner. Provides requested information to callers. Monitors and reports all alarms.
no evenings, holidays, weekends currently
ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
- Responds to and appropriately routes all incoming calls, including physician to physician calls.
- Escalates patient calls per procedure.
- Deciphers requests and provides requested information to all internal/external callers in a professional and courteous manner.
- Monitors voicemail on ABBCI incoming phone line and addresses appropriately.
- Pages personnel and physicians as requested.
- Maintains and updates phone extensions in the ABBCI directory.
- Assists physicians and other LG Health personnel in placement of long-distance calls if needed.
SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:
- Develops updated list of telephone numbers for administrative staff, doctors, and department personnel for emergencies or problem resolutions. Maintains a current list of all extensions, other hospitals and frequently called numbers.
- Trains and orients new employees for operator duties as needed.
- Assists with copying and sorting faxes.
- Other duties as assigned.
MINIMUM REQUIRED QUALIFICATIONS:
- High school diploma or equivalent (GED).
- One (1) year of operator or call center experience.
- One (1) year of customer service experience.
- One (1) to two (2) years computer experience.
- Customer service experience in a healthcare environment.
ATTENTION/CONCENTRATION – The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others:
- The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.
NEW LEARNING AND MEMORY – The following level of ability is essential for the jobholder to learn and retain material:
- The position requires that an individual be able to learn new tasks quickly and effectively. Job requirements change frequently. The ability to understand and carry out detailed, involved instructions in mandatory.
PROBLEM SOLVING, REASONING AND CREATIVE THINKING – The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:
- The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
APTITUDES: The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act:
Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.
Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence or pace.
Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.
Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.
Communication: Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.
Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.
EQUIPMENT USAGE REQUIREMENTS
Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies
Software: Microsoft Office Products, Phone software applications, EMR.
Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%
- Sit: Continuously
- Stand: Rarely
- Walk: Occasionally
- Bend: Rarely
- Push: Rarely
- Pull: Rarely
- Kneel/Squat: Rarely
- Reach: Occasionally
- Twist: Rarely
- Balance: Rarely
- Climb: Rarely
Lifting: Degree of physical exertion is:
Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.
Moderate, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
Heavy, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Sensory Abilities specifically required:
WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.
Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.
Posted on 09/11/2019