CALL CENTER SWITCHBOARD OPERATOR Full Time NEW

Call Center Switchboard Operator / Appointment Scheduler

Job Summary

Under general supervision, the Switchboard Operator/Appointment Scheduler operates a multi-line telecommunications system to relay incoming, outgoing, and interoffice calls. This role provides customer service support, schedules appointments, and ensures efficient communication across multiple locations within the organization.

Essential Functions

• Operates a multi-line telecommunications system across multiple locations.
• Answers, screens, and routes incoming calls promptly and professionally.
• Ensures callers are not left on hold for more than 60 seconds.
• Transfers calls efficiently and courteously without disrupting the caller experience.
• Manages multiple calls simultaneously while maintaining accuracy.
• Takes and delivers messages accurately and timely.
• Operates paging systems for internal communication and announcements.
• Maintains effective control and management of the telephone system.
• Performs clerical duties including typing, proofreading, sorting mail, and scheduling appointments.
• Accurately schedules appointments across all sites and specialties.
• Collects and updates patient demographic and contact information.
• Performs patient empanelment during appointment scheduling.
• Supports departmental goals and performance benchmarks.
• Performs additional duties as assigned by the Call Center Manager or designee.

Additional Responsibilities

• Redirects callers to appropriate departments or external contacts as needed.
• Maintains punctuality and consistent attendance.
• Performs other duties as assigned by leadership.

The above statements are representative of the position and are not intended to be all-inclusive.

Customer Satisfaction Requirements

• Delivers exceptional customer service to patients, visitors, and staff.
• Ensures tasks are completed accurately the first time.
• Creates a welcoming and respectful environment for all customers.
• Anticipates and responds to customer needs proactively.
• Keeps customers informed and responds promptly.
• Maintains confidentiality and protects patient privacy.
• Demonstrates proper telephone etiquette and professionalism.
• Takes ownership of customer concerns and follows through to resolution.
• Exhibits a strong commitment to service excellence.

Performance Standards

Performance is evaluated by the Center Manager or designee annually. A satisfactory rating is considered the minimum acceptable level of performance.

Health And Safety Requirements

• Adheres to safety regulations, policies, and procedures.
• Completes annual Safety and Hazardous Communication training.
• Maintains required health records, including TB testing.

Privacy Rule Compliance Requirements

• Adheres to HIPAA Privacy Rule policies and procedures.
• Completes required privacy training annually or as updated.
• Protects patient medical information in compliance with regulations.
• Maintains patient records in accordance with national standards.
• Ensures appropriate security of patient records.

Protected Health Information (PHI) Access

This position is classified as Administrative Staff and is granted restricted access to PHI in accordance with job responsibilities and privacy policies.

Qualifications

Education and Experience:

High school diploma or GED required. Experience handling high-volume telephone calls is required. Must possess strong communication and customer service skills.

Knowledge, Skills, And Abilities

• Ability to operate multi-line telecommunications systems effectively.
• Strong verbal and written communication skills.
• Professional demeanor and excellent telephone etiquette.
• Ability to maintain a courteous and helpful attitude at all times.
• Ability to work efficiently in a fast-paced environment.

Certification, Licenses, And Registrations

• None required

Other Qualifications

• Strong English communication skills required.
• Bilingual or bicultural candidates are encouraged to apply.

Physical And Mental Demands

• Work is primarily sedentary in nature.
• Requires ability to work under stressful conditions.
• Requires manual dexterity and eye-hand coordination.
• Requires use of office equipment such as computers, telephones, and copiers.
• Requires frequent sitting, standing, bending, or stretching.
• May require flexibility in work locations, hours, and days.

Classification

Non-Exempt

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