Description

SUMMARY

Ensures that incoming phone calls are answered and directed appropriately.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Answers the phone from ring or queue with company-approved response
• Gathers required information from caller in order to direct the call properly
• Directs calls to appropriate staff and physicians utilizing knowledge of company and operations
• Assists with directions for patients who are lost or transfers them to the recorded directions message
• Schedules appointments if needed

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintains directory of needed phone numbers and makes it available to staff.
• Trains new employees in the use of telecommunications systems
• Assists with administrative tasks including electronic filing, reschedule requests, etc.

Requirements

QUALIFICATIONS

EDUCATION AND EXPERIENCE

• High School Graduate
• One year experience in a physician practice setting preferred

SKILLS/ABILITIES

• Intermediate computer skills
• Strong customer service skills
• Ability to communicate clearly and concisely in all written and oral communications, including email
• Strong organizational skills with great attention to detail
• Strong working knowledge of HIPAA guidelines as well as basic athenahealth and DASH by Radix
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Demonstrated conflict management skills
• Ability to interact effectively with patients/families when required
• Ability to triage patient’s needs

PHYSICAL DEMANDS

While performing the duties of this job, employee is regularly required to sit for long periods of time, stand, walk, reach with hands and arms, and to talk and hear. Employee may be occasionally required to climb or balance, stoop, kneel, or crouch. Employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, employee may be exposed to risk of infectious diseases when interacting with patients and/or family members. Work is performed in an office environment. Involves frequent telephone contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.