Utilizes all switchboard functionality including transfer, conference, serial call, hold, join, camp, page as well as all screen functionality and navigation.  Handles emergency calls with assistance.  Uses effective, active listening skills to determine patient needs.  Manages patient expectations in a satisfactory and consistent manner.  Uses conflict resolution and negotiation steps for handling difficult callers.  Documents conflicts and issues to facilitate fact gathering, root cause analysis and actions for resolution.  Receives external and internal calls during hours the organization is closed; answers incoming emergency and non - emergency calls for medical service; documents and processes message, dispatches call to appropriate area or contact.  Logs every message or incident; documents required data; provides patient next steps and sets expectation for follow - up.  Determines appropriate coverage, such as on call, next day, urgent care, triage, etc.  Handles calls based on experience, training, policies and procedures.  Dispatches or directs calls to appropriate contact based on experience, training, policies and procedures.  Operates departmental software.  Calls are directed properly throughout the system.  Logs messages appropriately.  Places phone calls and takes message accurately. Reads and signs the departmental communications book.  Assists patients with general information: meetings, directions, classes, hours of operations, etc.  Gains knowledge of organization information, programs, and classes.  Maintains the departmental standard calls per hour during non - messaging times. Maintains the departmental standard calls per hour during off business hours.  Complies with health and safety requirements and with regulatory agencies such as DPH, etc.  Complies with established departmental policies, procedures, and objectives.  Enhances professional growth and development through educational programs, seminars, etc.