Call Center Operator

JOB SUMMARY:

Under the direction of the Call Center Supervisor, the Call Center Operator will respond to callers contacting EMHR facilities by using the PBX Communication software in conjunction with the organization’s EHR to ensure effective communication and scheduling with the patients. Exhibits the F.I.R.S.T. values (Friendliness, Innovation, Respect, Service, and Trust). 

                      

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES:

1. Relays or terminates incoming and outgoing calls.
2. Respond to callers contacting EMHR facilities by answering incoming telephone calls according to procedure. 
3. Directs calls as appropriate and/or correctly documents that required information and presents to the responsible person.
4. Operate the PBX communication system
5. Execute functions in the EMH software based on  patient requests 
6. Accurately collects demographic and insurance information from the responsible party, as needed.
7. Accurately enters patient information in the practice management system as necessary.
8. Schedules appointments in accordance with established protocol.
9. Maintains work area in a neat, orderly manner.
10. Demonstrates a commitment to professional accountability and growth to maintain and expand knowledge and skills.
11. Contributes to the achievement of the mission and philosophy of the Organization.
12. Contributes to the effective operations of the Organization by demonstrating dependability in job performance.
13. Demonstrates a commitment to incorporating the core concepts of
14. patient family-centered care into practice (dignity, respect,
15. information sharing, and participation). 
16. Demonstrates a commitment to the development and implementation of shared governance across the Organization.
17. Performs other related duties as assigned.

WORKING CONDITIONS, HAZARDS AND PHYSICAL EFFORT:

Small, partitioned workstation with computer setup including dual monitors, headset, and physical deskphone.  Environment with normal levels of noise. Constantly in a stationary position with limited freedom of movement. Able to work with many interruptions and under pressure. The task of this job does not involve exposure to blood, body fluids, or tissue.

 

CONTACTS WITH OTHERS:

Contact possible with all Associates, patients, visitors, physicians, vendors, local fire department and emergency medical technicians.

 

EQUIPMENT USED/SPECIAL SKILLS REQUIRED:

Operates PBX communication software, EHR software, and voice-paging system. Excellent communication skills with clear, distinct voice and motor coordination required. Ability to multitask and work under pressure is a requirement of this position.

Qualifications

Previous healthcare switchboard experience helpful but not required. Computer knowledge helpful.