Job Description
Job DescriptionDescription:
Job Title:
Operator
Department:
Phone Room
Reports to:
Phone Room Supervisor
Hourly/Salary:
Hourly
JOB SUMMARY:
Serve patients by greeting and directing all incoming phone calls in a timely and professional manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer phone, direct and transfer incoming calls to the appropriate person within the clinic.
- Intake of scheduling voicemail and returning calls and/or processing accordingly.
- Intake appropriate information and generate message in EMR system to the appropriate doctor pool.
- Handle Doctor-to-Doctor, On call and Urgent calls per policy.
- Confirm prescriptions refills and generate message in EMR system if needed.
- Confirm, cancel and reschedule patient appointments and generate EMR message for cancellations.
- Process and log all incoming referring Doctor Referrals accordingly.
- Process, log, and distribute urgent referrals.
- Learn the duties of “scheduling coordinator” for back up purposes.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge:
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs and meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
- Knowledge of electronic equipment and computer hardware and software, including applications and programming.
Skills:
- Excellent written and verbal communication skills.
- Self-starter and ability to keep busy during slow times of the day.
- Speaking – Talking to others to convey information on effectively.
- Active listening – giving full attention to what other people are saying, taking the time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Service Orientation – Actively looking for ways to help people.
- Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
Abilities:
- Oral comprehension – The ability to listen and understand information and ideas presented through spoken words and sentences.
- Oral Expression – The ability to communicate information and ideas in speaking so others will understand.
- Speech clarity – The ability to speak clearly so others can understand you.
- Speech Recognition – The ability to identify and understand the speech of another person.
- Written Comprehension – The ability to read and understand information and ideas presented in writing.
- Communication with Supervisors, Peers, or Subordinates – Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Resolving Conflicts and Negotiating with others – Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Requirements:
Education and Experience:
- High School Diploma or general education degree (GED); or three to six months’ related experience and/or training; or equivalent combination of education and experience.
PHYSICAL DEMANDS:
- To successfully perform the essential function of this job the employee must meet the following physical demands described; reasonable accommodations may be made to individuals with disabilities to perform the essential functions.