Operator Coordinator CSD

OPERATOR COORDINATOR

Position Summary:

Serves as the primary point of contact for incoming communications to the practice. This role is responsible for professionally managing incoming phone calls, directing patient inquiries, supporting scheduling needs, and ensuring accurate message routing to clinical and administrative staff. The Operator plays a key role in maintaining efficient communication and positive patient experience.

Spine Team Texas Attributes

In order for Spine Team Texas to meet the goals expressed through the company mission statement, it is imperative that all employees possess the following attributes:

1. Knowledge – The blending of job-related education, skills and experience.
2. Quantity – Level of satisfactory output generated in position per unit time.
3. Accuracy – Absence of errors.
4. Judgment – Capacity to make reasonable decisions.
5. Innovation – Imagination and creativity used to better position.
6. Appearance & Habits – Personal habits, grooming, uniform / clothing.
7. Orderliness – Organization of the individual’s work and work area.
8. Courtesy – Respect for feelings of others.  Politeness on the job.
9. Cooperation – Willingness to help others accomplish their objectives.
10. Initiative – Voluntarily starting projects.  Attempting non-routine jobs and tasks.
11. Reliability – Dependability and trustworthiness.
12. Perseverance – Steadfast pursuit of job objectives when faced with unexpected obstacles.
13. Stability – Even temperament. Acceptance of unavoidable tension and pressure.
14. Alertness – Ability to quickly understand new information and situations.
15. Professionalism – Professional actions, communications and attitude.
16. Teamwork – Ability to work in a team for the betterment of staff, patients, and the Company.
17. Observance – Observance of Company policies and procedures.
18. Attendance – Consistent adherence to work schedule.

Customer Service

All Spine Team Texas employees are required to maintain the highest level of customer service at all times.  Employees must always speak in a kind, courteous and professional manner when dealing with a patient/customer or co-worker.  Employees are required to fulfill the Spine Team Texas mission of “Offering an Unparalleled Patient Experience!”  All employees must exhibit a spirit of cooperation and positive attitude.  Professionalism is to be maintained at all times.

Team Concept:

Spine Team Texas was founded on a team concept approach.  To build and enhance the team, each employee must contribute positive interaction, promote value and be a “team-player” not only for their unit or department, but for Spine Team Texas as a whole.

Physical Requirements and Work Environment:

Must be able to sit for long periods of time and work in a well-lit, air-conditioned office environment for first 120 days of training then transition to remote home environment during non-training weeks. The home environment must mirror a professional and quiet work environment when speaking with patients.  Must have the ability to lift a minimum of 5 pounds.  Must be able to work under pressure.  Tasks involve no exposure to blood or other potentially infectious materials.

Essential Position Functions:

• Answer a high volume of incoming calls in a timely and professional manner.
• Accurately identify caller needs and route calls to the appropriate department or staff member.
• Maintain a courteous, calm, and helpful tone with all callers.
• Manage multiple calls while maintaining service standards.
• Provide general information about the practice, providers, and services.
• Assist patients with basic scheduling questions or appointment requests when applicable.
• Guide patients through common requests such as:

1. Appointment confirmations
2. Office directions
3. Provider availability
4. General practice questions

• Accurately document patient messages within the EMR system.
• Ensure messages are complete, clear, and routed to the correct clinical or administrative team.
• Prioritize urgent messages and escalate appropriately.
• Follow internal protocols for transferring calls or escalating patient concerns.
• Address patient concerns calmly and escalate complaints or sensitive situations when necessary.
• Maintain confidentiality in accordance with HIPAA regulations