Phone Operator - Bilingual

Description

General duties: This position’s duties include answering incoming calls and to direct the calls to the proper department within the practice. Responsible for responding to patient/customer needs on a routine basis. Clerical duties and other duties are assigned according to policies and procedures and the mission of Louisiana Women’s Healthcare.

Job responsibilities:

• Receive incoming calls and route calls to the appropriate individual/area
• Respond to emergency calls according to established procedures
• Use paging system according to established policy and procedure
• Maintain appropriate logs and records
• Performs other work-related duties as required

Knowledge:

Knowledge of company policies and procedures related to the Phone Operator’s operations

1. Knowledge of HIPPA compliance
2. Knowledge of customer service principles and techniques

Skills:

1. Skilled in screening and directing calls in a pleasant and expeditious manner
2. Communication – Speak with confidence and proper English and grammar
3. Customer service – Provide a positive experience for the patient
4. Personable – have a pleasant personality

Abilities:

1. Ability to read, understand and follow oral and written policies and regulations
2. Ability to respond to stressful/emergency situations in a calm effective manner
3. Ability to communicate clearly and concisely in English and Spanish

Environmental/Working Conditions:

• Normal office environment in a healthcare facility
• Must be able to do prolonged sitting
• Must be able to work independent and as a team player

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

Requirements

Education and Background:

• Previous experience in Switchboard/Phone Operator in the private physician setting, preferably OB/GYN office or Family Practice. Computer literacy required.

Temperament:

• Prefers detail-oriented work. Ability to prioritize tasks. Possess temperament to be able to deal with patients who are feeling ill.

Physical Requirements:

• Manual dexterity for data entry on the computer. Ability to speak in a clearly understandable manner. Visual ability to view computer. Requires sitting a with normal office environment.

Office Citizenship Expectations

• Maintains appropriate, professional conduct and appearance at all times; follow office dress code consistently.
• Completes work in an established time frame; seeks appropriate tasks when primary tasks are completed or pace is slow.
• Demonstrates willingness to perform other duties to assist the team effort for the benefit of the patients, physicians and fellow employees.
• Demonstrates adaptability to expanded roles of the organization and changing environment.
• Consistently arrives at work on time and completes all tasks.
• When not in the office, arranges for coverage, or requests assistance to ensure assigned work is completed.
• Maintains work area in a professional, neat manner.

JOB STATUS:

This is a full time, non-exempt position.