Phone Operator Specialist II

Position purpose

Provide a full range of telephone switchboard duties, including triaging calls and relaying messages. Assists with clerical duties as required. Serves as a liaison between patients and medical staff.

Responsibilities/Duties/Functions/Tasks:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Courteously and efficiently answers all incoming calls and connects callers with the correct extension.
• Takes and relays messages in an accurate and timely manner.
• Responds to emergency and urgent calls from patients in a timely manner. Directs callers immediately to clinical staff as necessary.
• Performs operator functions including triaging calls; connecting and transferring calls; setting up conference calls; instructing users on telephone procedures; and reporting telephone and equipment malfunctions to the appropriate party.
• Provides a pleasant and helpful phone contact for callers.
• Performs clerical duties as assigned to maintain workflow in the department.
• Perform other duties as assigned

Qualifications

Education: High School diploma or GED. Some college preferred.

Experience: Minimum six (6) months experience in a call center environment.

Additional Qualifications N/A

Performance Requirements:

• Excellent communication skills, both written and verbal.
• Proficient technical (computer) skills.
• Ability to multi-task and prioritize.
• Self-motivated with initiative.
• Strong sense of ethics.

Requirements for Level II Status:

• Intermediate experience (4 years’ experience) and/or acting more independently.
• Takes on some additional duties to assist the office.
• Strong and consistent performer.