Customer Service Operator

Essential Functions

• Answers all incoming calls promptly, courteously, and professionally.
• Routes calls and messages appropriately, offering voice mail, paging, or redirecting 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 and support and help to all callers.
• Greets patients/visitors and assists 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 systems, 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 appropriately direct calls.
• Ability to maintain confidentiality and exercise independent discretion and judgment.
• Ability to multi-task; enjoy a fast-paced office with constantly changing demands while maintaining a positive attitude.

Education & Experience

• 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.

Physical Requirements

• Standing: X
• Walking: X
• Sitting: X
• Fingering or manual dexterity: X
• Repetitive finger motion: X
• Lifting or exerting force: Up to 10 pounds X
• Climbing or balancing: X
• Crouching or stooping: X
• Speaking: X
• Hearing: X
• Seeing (with correction): X