What are the responsibilities and job description for the Call Center Operator position at Southeastern Spine Institute, LLC?
Review the position criteria below and signify your understanding below:
- Job Title: Call Center Operator
- Position Summary: To assist new and existing patients in a professional, efficient, and polite manner.
- Supervisor: Front Desk Manager
Essential Functions of this role includes:
- Answer telephone promptly and in a polite and professional manner.
- Schedule appointment and review appointment date, time, location, and provider name with caller.
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
- Forward Prescription refill request to PA Surgery and Medical Assts. as requested.
- Send messages to NPC for scheduling of New Patients.
- Remind caller of cancellation/no-show policy.
- Direct calls to other departments as needed.
- Use sound judgment in handling calls, especially with upset patients.
- Understand when to escalate calls to physicians/practice manager/triage nurse.
- Help with mailings and other projects as call volume permits
Additional Responsibilities of this role includes:
- Ability to learn and master the skills of other positions within the front office department with the help and training of a lead.
Performance indicators of this role includes:
- Fiscal responsibility in daily operations
- To maintain professionality throughout all in person and telephone conversations with patients.
- Exemplary ethical leadership and conflict management
- Maintains productivity throughout set office work
- Ability to stay organized within busy environments
- Ability to problem solve and consult help from a leader when needed to ensure the best care is provided for all.
Physical Requirements of this role includes:
- High school diploma or equivalent
- Experience providing high-level of customer service
Physical Requirements of this role includes:
- Full range of body motion, as well as manual and finger dexterity and eye-hand coordination
- Involves standing, walking and normal visual acuity and hearing are required.
- Occasionally lift and carry items weighing up to 30 pounds.
- Work under stressful conditions, may be asked to work at other locations, and work irregular hours.
