POSITION TITLE: Phone Operator
DEPARTMENT: Call Center
REPORTS TO: Call Center Supervisor
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. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
24. Responds efficiently and timely to all patient and provider staff needs and inquiries.
25. Ensures excellent customer service to all FHCCGLA patients.
26. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
27. Handles patient grievances according to FHCCGLA’s Policy & Procedure.
28. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
29. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
30. Attends the following meetings/trainings:
31. Other pertinent meetings- As scheduled
32. Remains informed of:
33. All other duties as assigned.
MINIMUM QUALIFICATIONS:
1. Experience in a medical office setting preferred.
2. FQHC experience, highly preferred.
3. Excellent analytical skills.
4. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
5. Excellent writing and verbal communication skills.
6. Knowledge of administrative principles and procedures.
7. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
8. Bilingual English/Spanish and familiarity with the Hispanic culture.
9. Access to automobile with valid California driver’s license and state mandated automobile insurance.
10. Work schedule may include evenings, overtime, and weekends as needed.
11. Ability to prioritize workload and work under pressure of deadlines.
12. Ability to meet tight time sensitive deadlines.
13. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
14. Willingness to adapt to changes with regards to the agency’s growth and expansion.
15. Ability to speak Spanish, preferred.
16. Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
17. Promote and provide the means for a working team relationship within Front Office and other departments.
18. Organized, flexible, thoroughness, dependability and attention to detail.
19. Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.
ADDITIONAL ELIGIBILITY QUALIFICATIONS:
1. Strong communication, interpersonal skills, and problem-solving skills.
2. Strong verbal and written skills.
3. Ability to communicate both verbally and in writing.
4. Ability to perform tasks in hectic work environment.
5. Adaptability to program, changes, modifications.
6. Spanish speaking required.
7. Willingness to adapt to changes in agency growth and expansion.
8. Experience in a medical office setting preferred.
9. Ability to handle multiple tasks.
10. Computer experience.
11. Typing at least 25 wpm.
12. High School Diploma or Equivalent.
13. Able to promote and provide the means for a working team relationship within front office and other departments.
14. Organized, flexible, thoroughness, dependability and attention to detail.
15. Able to handle heavy telephone duty.
16. Able to work and communicate effectively with people of diverse culture, education, social and economic backgrounds.
17. Medical Terminology: 1 year.
18.Telephone Skills: 1 year.
19. Customer Service: 1 year.
20. Must have Transportation.
21. Observe regulations on time card use and reporting
22. Maintain attendance as per policy
23. Maintain a clean and safe work area.
24. Observe general Safety/Employee Health policies and procedures including Fire regulations.
25. Maintain a current annual health screening.
26. Display clearly visible identification.
27. Ability to work well with others in a professional and team-oriented environment.
28. Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
29. Ability to relate to the public regardless of ethnic, religion and economic status.
30. Excellent communication skills.
31. Willingness to travel.
32. Strong planning and organizational skills.
33. Problem analysis and critical thinking skills.
34. Excellent customer service skills.
35. Knowledge of the following (but not limited to), preferred:
My Health LA PPO’s HMO’s
Medicare Family PACT CPSP
Medi-Cal Fee-for-Service CHDP
Managed Care Plans Every Woman Counts
36. Must maintain patient confidentiality in accordance with clinic policy and HIPPA guidelines.
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