What are the responsibilities and job description for the Operator position at Illinois CancerCare?
Illinois CancerCare is seeking a Phone Operator to support our new Canopy triage system. In this role, you will be the first point of contact for patients, caregivers, and referring providers calling the cancer center. You will work closely with our Nursing team to help ensure patient needs are handled quickly and directed to the right team.
This position works in a high-volume call environment (100 calls per day). You will answer calls, gather key information, document details, and route each request using Canopy Triage Pathways. In Canopy, every call becomes a tracked ticket, helping ensure nothing is missed. Calls are prioritized and sent to the appropriate team based on urgency and need.
This role plays an important part in patient care by helping ensure every call is handled, tracked, and directed appropriately. You help connect patients to the care and support they need when they need it most.
We are looking for someone with strong customer service skills who is professional, kind, and calm under pressure. The ideal candidate can stay focused in a fast-paced environment and provide a positive experience for every caller.
In addition, strong computer skills are required. This includes the ability to navigate multiple systems and type accurately while speaking with callers.
Pay & Benefits
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Expected Hiring Range: $16.00 – $25.00/hour
(Based on experience, education, and other factors) - Medical, dental, and vision insurance (multiple plan options)
- Special wellness programs – Maven, HingeHealth, Livongo, Vitality, and Wondr
- 401(k) retirement plan with employer contributions
- Company-paid life, short-term, and long-term disability insurance
- Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
- Paid time off and holidays
- Employee Assistance Program (EAP)
- Discounts through our Perks Program
What You’ll Do
- Courteously and efficiently answer all incoming calls and connect callers with the correct extension.
- Utilize Canopy Triage Software to ensure proper routing of tickets in an accurate and timely manner.
- Respond to emergency and urgent calls from patients in a timely manner. Direct callers immediately to clinical staff as necessary.
- Follow communication and documentation standards within Canopy and/or EMR.
- Perform operator functions including triaging calls and connecting and transferring calls.
- Provides pleasant and helpful phone contact for callers.
- Responsible for opening and closing the switchboard.
- Performs clerical duties as assigned to maintain workflow in the department.
- Perform all other duties as requested or required.
- High school diploma or GED (required)
- Experience in a healthcare setting preferred
- Strong communication, problem-solving, and multitasking skills
- Ability to work independently and as part of a team in a fast-paced environment
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time, stooping and bending/stretching for files and supplies. Requires occasional lifting of files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves high levels of contact with patients and public.
Salary : $16 - $25