Information and Paging Clerk

Position Overview

Under the general supervision of the Manager - Admitting/Patient Registration, the incumbent is responsible for answering telephones and exercising judgment when using the automated database to access information and screen calls. Makes decisions as to the best way to route all inquiry calls including patient/general inquiries and emergency codes. Provides Health Sciences Centre (HSC) receptionist functions by greeting, directing, and assisting internal and external customers. As part of the paging duties, monitors and announces all public address codes, including medical emergency and contingency codes. Contacts physicians and Administrative Personnel via the use of the public address, internal and external paging systems; maintains daily records; and performs other related duties as assigned. Paging requires 24 hour/7 day a week patient services.

Experience

• One-year related experience (call centre, secretarial/reception, or other related experience or equivalent combination of training and experience).
• Prior experience in a health care setting preferred.

Education (Degree/Diploma/Certificate)

• Minimum Grade 12 education, Manitoba standards, required.
• Certificate in Communication and Customer Service preferred.

Certification/Licensure/Registration

Not Applicable

Qualifications and Skills

• Minimum of 40 wpm, basic alpha-numeric data entry skills, and medical terminology (pass mark 75%) required.
• Computer skills required including Microsoft Office (Word, Excel and Outlook).
• Superior command of English (oral and written) and superior interpersonal communication skills required.
• Must have excellent customer service (communication) skills and good telephone skills (including diction and telephone manner).
• Ability to adapt readily to emergency situations and to work independently with minimal supervision throughout multiple shifts is required.
• Ability to work in and cope with stressful situations.
• Courteous and respectful when interacting with patients, the general public and other staff.
• Ability to communicate effectively using the overhead, internal and external paging systems.
• Frequent contact and communication with patients, visitors, the general public, outside agencies and hospital staff including health care professionals.
• Working knowledge of windows, email, word-processing and database applications required.

Physical Requirements

• Ability to work days, evenings, nights and weekends in a 24/7 work environment.
• Fast-paced position involves constant verbal communication and contact with the public and patients.
• Sitting for extended periods of time and continuous use of a computer and paging system.
• Manual dexterity required including twisting, bending and sitting for extended periods of time.
• Ability to retain knowledge throughout daily tasks and responsibilities.
• Good memory retention is an asset.
• Must be able to perform more than one function concurrently (strong ability to multi-task).
• Must be able to deal with difficult situations in a calm manner when dealing with the public.
• Demonstrated ability to work productively through frequent interruptions and variations in temperature.
• Represent the Shared Health/HSC organization in a diplomatic and professional manner to the general public, staff, volunteers and patients.