PLEASE NOTE - This position may require temporarily relocation to other TONHC Facilities: Sells Hospital, Santa Rosa Health Center, San Simon Health Center, and San Xavier Health Center.

Position Summary:

Employee provides telephone and information services to patients within the Tohono O'odham Nation Health Care facilities.

Scope of Work:

This position may be located within the Tohono O'odham Nation Sells Hospital, San Xavier Health Center, Santa Rosa Health Center, and San Simon Health Center. As part of Tohono O'odham Nation Health Care, this position provides telephone and information services to patients. The incumbent works independently; however, the supervisor gives general instructions concerning established practices and policies and oral or written instructions.

Essential Duties and Responsibilities: (Depending on the area of assignment, an incumbent may not be required to perform some of the duties listed below):

• Expeditiously operates a digital PBX switchboard which is in operation during business hours.
• Provides information and assistance as requested, give instructions, and directs patients and visitors to the proper destinations.
• Coordinates all calls between medical providers to facilitate patient medical information and referral services.
• Keeps tracks of the whereabouts of key medical personnel daily and routes all calls to medical teams as indicated.
• Locate appropriate personnel for emergency calls.
• Works independently and handles complex calls.
• Routes all calls related to administrative issues/concerns, patient referrals, patient appointments, pharmacy refills, diabetic supplies, or other business to the appropriate department.
• Works with Health Care Security Guards to provide a secure environment and report any unusual activity to security.
• Activates the paging system used to alert personnel for special announcements, including fire and other emergencies.
• Maintain an emergency manual that includes responses to various situations, including bomb threats, code situations, actual disasters, drills, etc.
• Communicates with Health Care security, local police, fire department, and other emergency personnel and monitors the alarm systems.
• Notifies proper personnel and initiates call-back procedures during emergency and disaster situations.
• Schedule appointments; and updates the calendar's appointment.
• Organizes and maintains the reception area; and updates the bulletin boards.
• Performs other job-related duties as assigned.
• Contribute to a team effort.

Knowledge, Skills, and Abilities:

• Knowledge of the Tohono O'odham culture, customs, and traditions.
• Knowledge of applicable federal, state, tribal laws, regulations, and requirements.
• Knowledge of the Tohono O'odham Nation's policies, and procedures of the Executive Branch.
• Knowledge of general office procedures, methods, and equipment.
• Knowledge of telephone courtesy techniques, skills and dealing politely with people who are emotional or discourteous.
• Knowledge of public relations/customer service principles, practices, and techniques.
• Skill in answering and directing a multi-line telephone system.
• Skill in providing superior customer service to external and internal customers.
• Ability to handle multiples tasks and meet deadlines.
• Ability to exercise independent judgment.
• Ability to carry out instructions furnished in verbal or written format.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to establish and maintain positive and effective working relationships with other employees and the general public.
• Ability to maintain privileged, confidential information.

Minimum Qualifications:

• High School Diploma or General Education Diploma and three months experience in customer service.

Licenses, Certifications, Special Requirements:

• Upon recommendation for hire, a criminal background and a National FBI fingerprint check are required to determine suitability for employment, including a 39-month driving record.
• May require possessing and maintaining a valid driver's license (no DUIs or major traffic citations within the last three years).
• If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
• Based on the department's needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham language and English as a condition of employment.