JOB SUMMARY: The Switchboard Operator position is the first point of contact, which greets our callers with a personable speaking voice. The Switchboard Operator answers and route incoming calls and communicates messages effectively for all CARTI locations and specialties.
This position is a Safety Sensitive Position. The essential functions, physical demands, and mental competencies of this job require the employee maintain the ability to work in a constant state of alertness in a safe manner.
JOB SPECIFIC DUTIES AND RESPONSIBILITES:
1. Answers large volume of inbound calls daily while providing a high-quality patient/caller experience.
2. Resolves escalated tasks in a calm and efficient manner.
3. Provides instructions for Imaging procedures.
4. Provides assistance to patients and others contacting the clinic by phone; may provide direct assistance, take messages, or direct calls to the appropriate internal party.
5. Takes complete and accurate messages.
6. Navigates 3-4 software systems within one call.
7. Consistently develops and maintains a working knowledge of all medical specialties.
8. Adheres to system guideline, policies, and procedures while meeting the needs of all callers encountered throughout the workday.
9. Transfers patients to the business office, as needed, for financial arrangements or assistance.
10. Participates in staff training and acts as a resource for co-workers when necessary.
11. Other responsibilities and projects assigned by management.
12. Follows communication scripts when handling different topics.
SUPERVISORY RESPONSIBILITY: N/A
EDUCATION, CERTIFICATION, LICENSURE and REGISTRATION:
1. High school graduate or GED required
EXPERIENCE, KNOWLEDGE, SKILLS and ABILITIES:
1. Minimum of two years of customer service experience, preferably in a medical office setting or call center.
2. Ability to listen and assimilate new information rapidly.
3. Knowledge of medical terminology, desired.
4. Understanding the importance of maintaining confidentiality; able to maintain confidentiality under HIPPA standards.
5. Ensure all data entry is accurate including demographic and financial information for each patient.
6. Ability to respond to stressful/emergency situations in a responsible, professional, and ethical manner.
7. Proficiency in internet usage and MS Office applications.
8. Excellent communication skills to engage effectively with healthcare providers.
9. Ability to read, understand and follow oral and written instructions.
10. Ability to work effectively with minimum supervision, while understanding the role
11. Ability to establish and maintain effective working relationships with patients, employees and the public.
12. Ability to efficiently navigate through multiple systems.
13. Ability to work in a fast-paced environment.
14. Ability to effectively navigate calls using customer service skills, ensuring no advice is provided.
REASONING ABILITY:
1. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
2. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
INTERPERSONAL SKILLS:
1. Actively listen and respond with relevant questions and retain key information.
2. Must interact and communicate both verbally and in written form.
3. Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.
4. Display emotional intelligence by navigating challenging conversations.
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.
1. While performing the duties of this job, the employee is regularly required to talk or hear.
2. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
3. Specific vision abilities required by this job include close vision and the ability to adjust focus.