What are the responsibilities and job description for the Phone Operator position at Texas Orthopedics, a division of OrthoLoneStar?
GENERAL JOB DESCRIPTION:
Courteously and efficiently operates central communications center so that all telephone calls and paging are promptly taken care of to the best interest of patients and staff of the clinic.
ESSENTIAL FUNCTIONS:
- Routes all incoming calls to appropriate personnel.
- Assist with assigning documents to the corresponding patient’s chart with the appropriate parameters.
- Serve as backup with opening and distributing mail to appropriate parties (including looking up patients in EMR for physician and account number).
- Assist with return mail by researching and verifying current address along with updating the patient’s EMR account, adding bad address flag when applicable.
- Takes messages as requested and processes appropriately.
- Responds to emergency calls according to established procedure.
- Communicates general clinic information.
- Organizes and efficiently handles switchboard material.
- Uses paging system according to established procedures as needed.
- Reports required telephone repair service to supervisor.
- Return voicemails as well as making second and third attempts to patients who have left voicemails.
- Cancel patient appointments as directed by patients, providers, or Service Center Manager.
- All other duties and projects as assigned.
QUALIFICATIONS
Education:
- High School diploma or GED
Experience:
- One year experience answering a switchboard.
- Previous experience working in a medical office desirable.
Licensure: N/A
Special Skills:
- Knowledge of computer systems and applications, including Microsoft Word and Microsoft Excel.
- Detail oriented and well organized.
- Spanish-speaking preferred.
Physical Demands:
- Ability to sit for long periods of time and multi-task.
- Ability to handle phone calls.
- Ability to effectively communicate with employees, management and physicians in person and by phone.
- Must be able to lift 20-30 pounds on occasion when picking up mail.
- Ability to maintain strict confidentiality of information.
- Must have adequate visual acuity to read, the ability to interpret and understand written material.
- Must have adequate hearing and speaking abilities to interact appropriately with others, including patients and co-workers.
- Telephone use – with or without headset – constantly
- Telephone switchboard – constantly
- Computer use – constantly
- Paging System use – frequently
- Photocopier use – frequently
- Fax machine use – frequently
Environmental Working Conditions:
- Office setting with rare conditions of extreme noise.
- No conditions of chemicals/fumes/odors and dust/messiness.
