What are the responsibilities and job description for the Business Line Specialist position at Brodstone Healthcare?
JOB SUMMARY: The Business Line Specialist is the first point of contact for patients, visitors, and other callers to Brodstone Healthcare. This role is crucial in creating a positive first impression and ensuring efficient communication within the facility. The Business Line Specialist provides courteous, professional, and accurate information, directs calls appropriately, and performs other related clerical duties.
EDUCATION: GED or High School Diploma (Required)
PRIMARY JOB DUTIES:
- Adheres to Brodstone Healthcare’s Mission, Vision and Values.
- Adheres to Brodstone Healthcare Standards of Behavior.
- Answer incoming calls promptly and professionally, using proper phone etiquette.
- Identify the caller's needs and direct calls to the appropriate department, individual, or extension.
- Ability to handle a high volume of calls efficiently and professionally.
- Strong computer skills and familiarity with multi-line phone systems.
- Ability to multitask and prioritize calls effectively.
- Ability to remain calm and composed in stressful situations.
- Excellent listening skills and attention to detail.
- Knowledge of medical terminology preferred.
- Provide accurate information about hospital services, departments, physicians, and general inquiries.
- Operate the hospital's telephone system, including transferring calls, placing calls on hold, and utilizing other features.
- Maintain a thorough understanding of the hospital's organizational structure, departments, and key personnel.
- Utilize hospital directories and other resources to locate information quickly and accurately.
- Coordinates all language line requests; documenting calls including location and time of call. Connects callers with language line personnel.
- Monitors security camera systems and responds accordingly.
- Handle emergency calls and follow established protocols for urgent situations.
- Page physicians and other staff members as needed.
- Maintain accurate records of calls, including message taking and call logs.
- Provide exceptional customer service to all callers, demonstrating empathy and patience.
- Maintain confidentiality of patient information and adhere to HIPAA regulations.
- Perform other related clerical duties, such as sorting mail, preparing outgoing mail, and assisting with other administrative tasks as assigned.
- Stay up-to-date on facility policies, procedures, and service changes.
- Report any equipment malfunctions or technical issues to the appropriate personnel.
- Assist visitors with directions and general information about the hospital.
- Performs other duties as assigned.
