Clinic Switchboard Operator

About the Role

Responds to caller questions and dispatches callers (internal and external) to the appropriate extension, pager, or cell phone. Interfaces with clinic personnel, physicians, patients, family members, visitors, and outside agencies.

Responsibilities

• Commits to the mission, vision, beliefs, and consistently demonstrates core values.
• Opens and closes the switchboard for calls for Cardiology, Vascular, and CT Surgery.
• Answers all incoming calls and forwards callers to the proper party; obtains and relays accurate messages in a timely manner; retrieves messages and forwards them to the appropriate provider or staff member.
• Uses interpersonal skills to present a professional image and communicate effectively in person and via phone or email.
• Effectively manages calls from providers both internal and external to Bryan Heart and strives for exceptional customer service in all interactions.
• Uses the electronic medical record to task nursing staff with appropriate caller information, identifying critical information that can be sent as a task and urgent requests that cannot wait.
• Performs a variety of clerical duties as needed, announces emergencies in accordance with clinic protocol.
• Accurately screens, identifies, and places incoming and outgoing calls.
• Performs overhead paging accurately and clearly but only as necessary to limit disruptions and unnecessary noise in the clinic.
• Provides informational services to the public, staff, patients, families, and visitors; serves as a front-line public relations representative, ensuring smooth communications and interfaces between physicians, staff, and patients.
• Develops the weekly Switchboard Provider Landscape and updates other informational documents specific to the Switchboard.
• Assists with the training of new Switchboard team members.
• Serves as backup for office mail pickup and delivery, and as a backup for reception.
• Performs other related projects and duties as assigned.

Requirements

• High school diploma or equivalency required.
• Knowledge of medical terminology desired.
• Minimum of one (1) year prior reception/switchboard experience in a clinic or hospital setting required.