This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.
The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.
Summary
Under direct supervision and guidance, receives and responds to emergency and, non-emergency inquiries from the general public, health care practitioners, and other agencies regarding poisoning management, drug and chemical identification and toxicity, and related issues. Provides routine follow up to emergency calls, as appropriate. Works within specified protocol and recommends antidotes, treatments, and/or courses of action to callers as appropriate to the level of departmental-specific training. Triages calls to specialist staff and provides referrals to other agencies as specified in detailed policies and procedures. Accurately and efficiently documents responses in a timely manner. Performs routine clerical work when necessary.
Duties and Responsibilities
Answers and triages incoming poison and information calls under the direct supervision of a Certified Specialist in Poison Information.
Obtains a brief history from the caller and identifies the type of telephone inquiry in order to triage calls to specialists when outside the scope for this position.
Elicits complete and accurate history from callers, provides information and management advice regarding poisonings, drugs and chemicals, plants and venomous animals, as appropriate and/or refers callers to specialist staff in accordance with established policies and procedures.
Provides drug information to callers.
Provides routine follow-up to emergency calls as per established protocol and defined procedural guidelines.
Clearly communicates assessment, management, follow-up, and/or drug identification information to callers.
Documents all required information on telephone inquiries and follow-up calls on a computerized database, ensuring the content of each conversation is completely and accurately recorded.
Maintains a high level quality of customer service standards in dealing with and responding to questions.
Provides routine clerical and office assistance to the unit as required.
May receive and respond to emergency calls of a more complex nature and severity commensurate with training and time on the job.
May be required to participate in the training of other Poison Information Technicians.
May oversee and provide scheduling assistance for other Poison Information Technicians and help provide shift coverage for unplanned absences, as needed.
May be responsible for ensuring that the duties of other Poison Information Technicians are completed and correct.
May participate in and be the lead on projects which could include data collection for annual reports and/or grants or other projects.
May participate in and be the lead on quality assurance projects.
Performs miscellaneous job-related duties as assigned.
Minimum Job Requirements
High school diploma or GED; at least 6 months of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
Knowledge, Skills and Abilities Required
Ability to understand, interpret, and triage inquiries regarding drugs, chemicals, and other toxic substances.
Ability to clearly communicate medical information to various members of the public.
Maturity, tactfulness, and sensitivity to confidential situations.
Ability to communicate effectively verbally, in writing, and over the telephone.
Knowledge of customer service standards and procedures.
Ability to understand and follow specific instructions and procedures.
Math, communication, and interpersonal skills.
Computer data entry and documentation skills.
Familiarity with normal office equipment.
Willingness to work hours that may include evening, nights, weekends, and holidays.
Willingness to adapt to unplanned schedule changes and additional scheduled hours in the event of emergency or staff shortages.
Distinguishing Characteristics
Position requires: a) accurate interpretation and triage of calls from the community and health care practitioners regarding poisoning management, drug and chemical toxicity, and related issues; b) communication of routine poison and drug information and advice over the telephone; c) understanding and following detailed established policy, procedure, protocols and guidelines; d) computer data entry and recordkeeping; e) courteous and professional interaction with clientele over the phone.
Working Conditions and Physical Effort
No or very limited physical effort required.
No or very limited exposure to physical risk.
Work is normally performed in a typical interior/office work environment.
The University of New Mexico provides all training required by OSHA to ensure employee safety.
