Phone Operator

Description

  Basic Function: Provides Customer/Patient service to all LPMC patients.  Responsible for performing a variety of clerical duties relating to the day-to-day operations of the front office. Greet patients in a professional, friendly, hospitable manner. Updating and organizing of information in the patients’ charts. Responding to inquiries and requests from staff personnel.

Essential Functions:

1. Maintain professionalism      and excellent customer service at all times with patients, caregivers, and      other staff.
2. Speak clearly, distinctly,      and professionally on the telephone and face-to-face patient encounters.
3. Answer a multiline      telephone in a professional manner.
4. Direct calls to      appropriate individuals.
5. Maintenance tasks relating      to the PM/EHR system to ensure accuracy and current data; including UDS      and insurance/financial information.
6. Maintenance task relating      to PM appointment scheduling.
7. Maintenance task relating      to EHR Telephone Template.
8. Maintain open      communication with other clinic staff to ensure appropriate patient flow.
9. Work as a team player and      be willing to assist co-workers in other duties within his/her      capabilities, to aid the clinic team in providing good efficient patient      care.
10. Fax, scan and photocopy      information as needed.
11. Direct all uninsured and      underinsured patients to Patient Financial Services.
12. Complies      with CHC Standards of Conduct, Code of Conduct and Corporate Compliance.

Secondary Functions: 

1. Understands role in Disaster plan and that safety is a condition of employment.

2. Follows CHC’s policies and procedures.

3. Serves on various CHC and community committees as required/requested. 

4. Attends meetings, seminars, and conferences as appropriate to ensure skills and knowledge remains current. 

5. Using PPE as appropriate.

6. Other duties as assigned.

Requirements

Basic Function: Provides Customer/Patient service to all LPMC patients.  Responsible for performing a variety of clerical duties relating to the day-to-day operations of the front office. Greet patients in a professional, friendly, hospitable manner. Updating and organizing of information in the patients’ charts. Responding to inquiries and requests from staff personnel.

Essential Functions:

1. Maintain professionalism      and excellent customer service at all times with patients, caregivers, and      other staff.
2. Speak clearly, distinctly,      and professionally on the telephone and face-to-face patient encounters.
3. Answer a multiline      telephone in a professional manner.
4. Direct calls to      appropriate individuals.
5. Maintenance tasks relating      to the PM/EHR system to ensure accuracy and current data; including UDS      and insurance/financial information.
6. Maintenance task relating      to PM appointment scheduling.
7. Maintenance task relating      to EHR Telephone Template.
8. Maintain open      communication with other clinic staff to ensure appropriate patient flow.
9. Work as a team player and      be willing to assist co-workers in other duties within his/her      capabilities, to aid the clinic team in providing good efficient patient      care.
10. Fax, scan and photocopy      information as needed.
11. Direct all uninsured and      underinsured patients to Patient Financial Services.
12. Complies      with CHC Standards of Conduct, Code of Conduct and Corporate Compliance.

Secondary Functions: 

1. Understands role in Disaster plan and that safety is a condition of employment.

2. Follows CHC’s policies and procedures.

3. Serves on various CHC and community committees as required/requested. 

4. Attends meetings, seminars, and conferences as appropriate to ensure skills and knowledge remains current. 

5. Using PPE as appropriate.

6. Other duties as assigned.

Minimum Qualifications:

1. Ability to perform each essential function duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

2. High School Diploma or equivalency

3. Moderate computer skills required with emphasis on accuracy.

4. Ability to read, write and speak English. 

5. Ability to meet, communicate and work well with patients. Ability to understand medical terminology. Ability to work with physicians, mid-level providers, clinical support staff, administrative staff and front office staff.

6. Ability to handle problem areas and issues and make decisions as required/appropriate. Ability to work independently with little supervision. Ability to work under stress. Must have good organizational skills. 

7. Must be flexible and willing to work evening/overtime/weekends if required/requested.

8. Must maintain skills necessary to safely and efficiently operate the following equipment and machines used in the performance of the job: telephone, fax machine, photocopier, personal computer, and calculator.

9. Good interpersonal and human relations skills are required. Must possess skills to empathize and care for a variety of patients, including low-income and diverse cultures and treat everyone (internal and external customers) with respect and dignity.

10. Ability to maintain confidentiality at all times in all situations and follow the laws and intent of the most current HIPAA laws and regulations and Canyonlands’ security and privacy policies.

Preferred Qualifications:

1. Two (2) plus years of directly related experience.
2. Bi-lingual (English/Spanish/Navajo) language skills.
3. Knowledge of Microsoft programs with the ability to effectively communicate using Outlook.