SUMMARY

The Phone Operator must be able to perform the duties described within as well as to meet the company’s qualifications and provide excellent customer service. The person in the position of Phone Operator will assist patients by answering a multi-line phone system with accuracy and efficiency and log all phone calls in EMR. All duties and responsibilities of the job description for Medical Receptionist also apply to this position.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Includes but not limited to the following:

• Answer incoming calls, provide coverage to all phone queues, minimum 7 hours/day log in time expectation. 
• Meet call center daily goals objectives 
• Adheres to all phone system related policies 
• Follow all phone system related company policies, in real time.
• Ensure EMR tasks are completed according to timeliness requirements 
• Adhere to patient-centered medical home policies and procedures in conjunction with NCQA guidelines 
• Miscellaneous tasks assigned by management
• Other duties as assigned

EDUCATION and/or EXPERIENCE

• The employee performing this position is expected to hold a High school diploma or general education degree (“GED”); and at least 1 year (preferably 2 years) related call center experience (e.g., health care setting, customer service, etc.) and/or training; or equivalent combination of education and experience. The employee performing this position is expected to have some experience with medical terminology and understanding of medical insurance process. He/she must be able to understand or quickly learn about the differences between and among patients with private insurance, Medicare, Workers’ Compensation and self-paying patients, etc.

PREFERRED

Bilingual in Spanish. 

SUPERVISORY RESPONSIBILITIES 

• This job has no supervisory responsibilities. 

KNOWLEDGE

The jobholder must demonstrate current competencies applicable to the job position. 

• Excellent customer service 
• Problem resolution skills 
• Critical thinking skills and ability to analyze datasets
• Effective verbal and writing skills 
• Microsoft Office knowledge (Word, Excel, and Outlook) 
• Demonstrates customer-focused interpersonal skills and interacts effectively with practitioners, the interdisciplinary healthcare team, community agencies, patients, and families who may have diverse opinions, values, and religious and cultural ideals.
• Demonstrates ability to work autonomously and be directly accountable for results
• Demonstrates flexibility 
• Exhibits capability to influence and negotiate individual and group decision making
• Possesses skills to function effectively in a fluid, dynamic, and rapidly changing environment
• Displays proven ability to positively influence behavior and outcomes

SKILLS: 

• Skill in appropriate assessment and assistance techniques.
• Skill in appropriate use of universal precautions, safe workplace and confidentiality methods.  
• Skill in health information management by appropriately charting patient data.  

CONDITION OF EMPLOYMENT:

Proof of identity and legal authority to work in the U.S. is a condition of employment.  Cypress Healthcare Partners/Salinas Valley Health Clinics will not sponsor applicants for work visas.

The range displayed on this job posting reflects the target for new hire salaries for this position.