Customer Service Operator

Job Description

The Communications Operator/Patient Service Representative provides medical office support by functioning as the primary resource for answering multiple incoming telephone lines, connecting callers to the appropriate office personnel, and routing messages as needed.

• Answers all incoming calls in a prompt, courteous and professional manner.
• Routes calls and messages appropriately, offering voice mail, paging or redirection of calls as needed.
• Follows standard operating procedures (SOPs) for obtaining pertinent information depending on the nature of the call.
• Presents a personable, resourceful approach to problem solving, as well as support and help to all callers.
• Greets patients/visitors and provides assistance as appropriate.
• Distributes simple outbound correspondence or copies of records as necessary.
• Demonstrates excellent customer service.
• Responds promptly to patient, physician and clinical requests.

Knowledge, Skills & Abilities

• Knowledge of medical terminology.
• Ability to use multi-line phone system, including transferring calls and paging.
• Ability to communicate clearly and professionally to callers and patients.
• Ability to remain calm and defuse irate callers and patients by working with them to identify concerns and properly direct calls.
• Ability to maintain confidentiality and exercise independent discretion and judgment.
• Ability to multi-task; enjoy fast-paced office with constantly changing demands while maintaining a positive attitude.

Education & Experience

• A High School Diploma or equivalent.
• Must be highly proficient in Microsoft Word, Outlook, and Excel, PowerPoint.
• Experience in the operation of multiple telephone lines/switchboard/console.