Switchboard Operator

Position Summary:

The Switchboard Operator is responsible for resolving self-pay accounts while maintaining strong relations with patients and guarantors.  Under the direct supervision of the Patient Accounts Supervisor, this individual utilizes their switchboard knowledge and excellent customer service skills to effectively help in directing patients to the appropriate resources and providing any information, thereby promoting patient satisfaction for our organization.

Principal Duties and Responsibilities:

• Handles and manages communications (telephone, email, interpersonal) with patients for the entire organization by directing their phone calls accordingly.
• Receives patient payments; balances payments at the end of every shift.
• Provides exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment.
• Negotiates full payment from patients and helps them set up a payment arrangement per our policy.
• Reviews and provides patients with total balances owed.
• Manages and maintains appropriate phone numbers for agencies, extensions and any other numbers necessary.
• Updates patient demographics when necessary; directs patients to the appropriate resources.
• Other job duties as assigned.

The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent to the position.

Knowledge, Skills and Abilities:

• Knowledge of the following:
  1. Revenue Cycle workflow
  2. EHR (Electronic Health Record) software systems.
  3. Medical Terminology
  4. Hospital and processional billing processes
  5. Accounts Receivable
• Exceptional customer service.
• Proficiency in examining documents for accuracy and completeness.
• Exceptional organizational skills.
• Ability to work both independently and within a team.
• Ability to multitask and manage time effectively.
• Excellent communication skills.