Phone Operator

***THIS IS A TEMPORARY TO PERMANENT POSITION***

Patient Intake Operator

POSITION: Operator

RESPONSIBLE TO: Patient Intake Supervisor

JOB SUMMARY: With a customer service orientation—the Patient Intake Operator will direct operator calls to the appropriate department, and relay voicemail messages by creating/sending messages for appropriate departments.

EDUCATIONAL REQUIREMENTS:

• High school diploma required

QUALIFICATIONS AND EXPERIENCE:

• Up to two years of experience in a medical office, telemarketing or other customer service position
• Comfortable using email and interacting with Internet applications
• Knowledge of practice management and word processing software
• Ability to perform multiple and diverse tasks simultaneously
• Proven experience handling irate patients/customers and dealing with conflict
• Familiarity with scheduling and rearranging appointments
• Working knowledge of managed care
• Pleasant speaking voice and demeanor
• Neat, professional appearance
• Strong written and verbal communication skills

Responsibilities include, but are not limited to, the following:

Telephone Answering

• Answers the telephone pleasantly, and by the third ring as often as possible; routes call or takes message

• Direct operator calls to the appropriate department

• Screens calls and responds to routine requests for information

• Confirm patient is not been seen by the practice by looking in GE by patient’s date of birth

• Give directions to the office location of the appointment if needed

Daily Preparation

• Review any protocol updates from supervisor/manager regarding directing calls responsibilities

• Record messages on two voicemail systems and appropriately relay messages as needed.

Other

• Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice

• Maintains detailed knowledge of practice management and other computer software as it relates to job functions

• Attends all regular staff meetings

• Performs all other tasks and projects assigned by their manager.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Typical Physical Demands

Work may require sitting for long periods of time, and stooping, bending and stretching for files and supplies.  Employee may occasionally be asked to lift files or paper weighing up to 30 pounds.  Position requires manual dexterity sufficient to operate a keyboard, operate a computer, telephone, calculator, copier, and such other office equipment as necessary.  Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.  Position also requires viewing computer screens and typing for long periods of time and working in an environment which can be very stressful.

Typical Working Conditions

Normal office environment