Phone Room Operator

Department: Phone Room

Reports to: Phone Room Supervisor Hourly/

HourlyJOB SUMMARY: Serve patients by greeting and directing all incoming phone calls in a timely and professional manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Answer phone, direct and transfer incoming calls to the appropriate person within the clinic. Intake of scheduling voicemail and returning calls and/or processing accordingly. Intake appropriate information and generate message in EMR system to the appropriate doctor pool. Handle Doctor-to-Doctor, On call and Urgent calls per policy. Confirm prescriptions refills and generate message in EMR system if needed. Confirm, cancel and reschedule patient appointments and generate EMR message for cancellations. Process and log all incoming referring Doctor Referrals accordingly. Process, log, and distribute urgent referrals. Learn the duties of “scheduling coordinator” for back up purposes.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge: Knowledge of principles and processes for providing customer and personal services. This includes customer needs and meeting quality standards for services, and evaluation of customer satisfaction. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Knowledge of electronic equipment and computer hardware and software, including applications and programming.

Skills: Excellent written and verbal communication skills. Self-starter and ability to keep busy during slow times of the day. Speaking – Talking to others to convey information on effectively. Active listening – giving full attention to what other people are saying, taking the time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation – Actively looking for ways to help people. Reading Comprehension – Understanding written sentences and paragraphs in work related documents. Abilities: Oral comprehension – The ability to listen and understand information and ideas presented through spoken words and sentences. Oral Expression – The ability to communicate information and ideas in speaking so others will understand. Speech clarity – The ability to speak clearly so others can understand you. Speech Recognition – The ability to identify and understand the speech of another person. Written Comprehension – The ability to read and understand information and ideas presented in writing. Communication with Supervisors, Peers, or Subordinates – Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Resolving Conflicts and Negotiating with others – Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Education and Experience: High School Diploma or general education degree (GED); or three to six months’ related experience and/or training; or equivalent combination of education and experience.

PHYSICAL DEMANDS: To successfully perform the essential function of this job the employee must meet the following physical demands described; reasonable accommodations may be made to individuals with disabilities to perform the essential functions.