Public Information Assistant IV

Primary Purpose

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.

Essential Functions

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.

Minimum Education and Experience

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. Knowledge, Skills, and Abilities 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.

Benefits

Craven County offers regular full-time employees a wide variety of employee benefits including: Health Insurance Health Insurance is provided by ACS Benefits Services and covers a wide variety of healthcare services. Craven County pays 100% of Employee Only premium cost. Employees have the option to add child and spouse dependent coverage at their own cost. Dental Insurance Dental Insurance is provided through the Delta Dental PPO and Delta Dental Premier network administered by ACS Benefits Services. It covers a percentage of basic to major dental procedures, including orthodontia for children. Craven County pays 100% of Employee Only premium cost. Employees have the option to add child and spouse dependent coverage at their own expense. Life Insurance and AD&D Craven County provides eligible employees with $10,000 life insurance and accidental dealth and dismemberment coverage through OneAmerica AUL. Employees have the option to purchase additional coverage and/or dependent coverage at their own expense. Disability Insurance Craven County provides eligible employees with $50.00 per week in disability insurance through OneAmerica AUL. Employees have the option to purchase additional disability insurance at their own cost. North Carolina Local Governmental Employees' Retirement System Eligible employees are automatically enrolled in the retirement system and must contribute 6% of their gross salary each pay period. Once eligibility requirements are met, employees will be able to receive monthly payments for life based on their salary, age, and years of service credit. NC401k Craven County contributes 2% of eligible employees' gross salary into the 401(k) account regardless of the employee's deferral amount. In addition, the County matches employee deferrals up to an additional 3%. Annual Leave Regular full-time employees earn annual leave based upon years of service. Eligible employees begin to accrue annual leave as soon as they start but must complete a six month probationary period before they are eligible to use annual leave. Sick Leave Regular full-time employees earn 3.69 hours of sick leave per pay period. Craven County accepts eligible sick leave from the State of North Carolina, any of its political subdivisions, any local government entity or authority, or municipality in North Carolina. Paid Holidays County employees receive 11-14 paid holidays annually. The Board of County Commissioners may adjust the holiday schedule as deemed necessary. Longevity Eligible employees earn $200 in longevity after five years of service by October 31 of the qualifying year. Longevity benefits increase $25 per year up to a maximum of $1,000. Merit Program Craven County offers a merit program. Up to 56% of eligible employees may receive a performance-based merit increase each year. Supplemental Benefits County employees are also offered a variety of supplemental benefits to select at their own expense such as Life Insurance, Vision Insurance, Flexible Spending Accounts, Critical Care policies, Cancer policies, Long-term Care policies, Hospitalization policies, 457b Deferred Compensation Plan and Aflac. Employee benefits are subject to change or may be contingent upon funding availability.

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