COVID Phone Operator (Temp)

Description

POSITION OVERVIEW:

The telephone operator is responsible for answering multi-line telephone, triaging calls, taking messages, and scheduling appointments. The telephone operator serves as a liaison between caller and medical support staff.

DUTIES/RESPONSIBILITIES:

1. Answer telephones by greeting in a courteous and timely manner for proper transfer re-routes telephone calls.
2. Answer telephones by identifying the department, themselves by first and last name.
3. Answer all calls by third ring.
4. Allow telephone caller to respond prior to being placed on hold.
5. Sort messages for departmental personnel.
6. Check and retrieves answering service for saved messages on Solution Reach.
7. Inform staff of any calls by calling direct ext. first, if no answer, page over intercom no more than twice.
8. Provide accurate and reliable information regarding Clinic’s services.
9. Make reminder phone calls for next day scheduled appointments.
10. Cover Reception Desk as necessary.
11. Updates /modifies patient demographic data according to front office policies.
12. Call all new patient no shows to reschedule appointment.
13. Offer Dental, Optometry and/ or Behavioral Services.
14. Verify Medical/MHLA eligibility for new or current patients as needed.
15. Check Patient Portal for any online appointment requests. Call patient to schedule appointment
16. Maintains a neat, clean and safe work area for which employee is specifically or generally responsible.
17. Maintain privacy and confidentiality for both patient and employee with regard to medical data information.
18. Demonstrate a positive, proactive, can do attitude in responding to customer needs.
19. Works cooperatively and effectively with others.
20. Seeks out additional duties to promote continuity of operations.
21. Completes assignments by the end of the scheduled shift.
22. Communicates work related problems and reports to the Department Supervisor and Lead.
23. Other duties as assigned.

Requirements

1. Experience in a medical office setting preferred.
2. Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
3. Promote and provide the means for a working team relationship within Front Office and other departments.
4. Organized, flexible, thoroughness, dependability and attention to detail.
5. Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.
6. Strong communication, interpersonal skills, and problem-solving skills.
7. Strong verbal and written skills.
8. Ability to communicate both verbally and in writing.
9. Ability to perform tasks in hectic work environment.
10. Adaptability to program, changes, modifications.
11. Spanish speaking required.
12. Willingness to adapt to changes in agency growth and expansion.
13. Experience in a medical office setting preferred.
14. Ability to handle multiple tasks.
15. Computer experience.
16. Typing at least 25 wpm.
17. High School Diploma or Equivalent.
18. Able to promote and provide the means for a working team relationship within front office and other departments.
19. Organized, flexible, thoroughness, dependability and attention to detail.
20. Able to handle heavy telephone duty.
21. Able to work and communicate effectively with people of diverse culture, education, social and economic backgrounds.
22. Medical Terminology: 1 year.
23. Telephone Skills: 1 year.
24. Customer Service: 1 year.
25. Must have transportation.
26. Observe regulations on time card use and reporting
27. Maintain attendance as per policy
28. Maintain a clean and safe work area.
29. Observe general Safety/Employee Health policies and procedures including Fire regulations.
30. Maintain a current annual health screening.
31. Display clearly visible identification.
32. Treats all employees, clients, neighborhood committee members with respect, dignity and in a courteous and professional manner in accordance to non-discriminatory policies and procedures and Union Agreement.
33. Conduct only works related conversations when clients are waiting for service.
34. Do not discuss other staff members, policies, problems or medical care in public areas of clinic
35. Must maintain patient confidentiality in accordance with clinic policy and HIPPA guidelines.