Public Information Assistant IV

Switchboard Operator

This position is responsible for operating and managing calls from the switchboard directing them to the appropriate person, and/or to inform callers of services provided, information on specific clinic hours and days of availability, special programs availability, clinic charges if applicable and giving directions to the Health Department.

Switchboard Operations:

• Primary Switchboard Operator for Health Department, managing calls directing them to the appropriate person, and/or providing requested information to callers.
• Acts as a community resource, providing information to callers, even if they reach the wrong agency.
• Maintains a phone listing of frequently requested numbers (e.g., CEMC, DMV, Register of Deeds).
• Must have a comprehensive knowledge of County Government services to direct callers to appropriate resources and personnel.
• Keeps track of departmental staff schedules (provided by supervisors) to ensure timely referral of callers to available staff.
• Informs callers about eligibility for programs, flat fee services, and other phases of services.
• Assesses emergency situations and contacts the appropriate resource (e.g., 9-1-1, emergency alerts).
• Requires strong judgment and understanding of human nature to prioritize calls effectively.
• Extensive interaction with Health Department staff and nursing teams at clinics.
• Accurately processes public inquiries by understanding and relaying information to the correct department.

Records, Files, and Reports:

• Handles requests for copying immunization records, ensuring completion or referral to appropriate personnel.
• Assists with miscellaneous tasks such as alphabetizing materials for scanning into medical records.
• Manages Telecommunication Relay Services (e.g., for the hearing impaired).

Additional

Job Functions:

• Other related duties as assigned by supervisor and/or management. In the event of a disaster, may be required to assist as needed.

Graduation from high school and demonstrated possession of knowledges, skills and abilities gained through at least two years of office assistant/secretarial experience; or an equivalent combination of training and experience. Experience in medical office and/or switchboard operations is preferred. General knowledge of office or work unit procedures, methods and practices. Ability to use a variety of office equipment including basic computer and typing skills.

Ability to communicate and work with people with courtesy and tact including proper telephone etiquette. Ability to handle each call accurately and effectively. Ability to screen communications based on predetermined guidelines to independently respond or route inquiries/calls appropriately. Ability to gather and give information and instructions regarding the work process or procedures.