The Switchboard operators provide front line customer service to all callers.
The primary goal is to facilitate callers in getting their needs addressed.
Ensuring calls are documented appropriately with correct information, provider, location, and department
Required Skills/Abilities:
Knowledge of phone, fax, computer, and office systems.
Speak English fluently with correct grammar.
Ability to type well and ability to multitask
Ability to establish and maintain a good working relationship with staff.
Must be able to maintain confidential and sensitive information.
Detail oriented.
Must have a pleasant and friendly voice over the phone.
Certifications/Licenses/Education/or Experience in a related field:
High School Diploma or GED
Preferred Skills/Experience:
Previous Call Center experience
Previous Medical office experience or experience with Electronic Medical Records
If Bilingual - and ACTCL score of Intermediate Mid or higher.
Physical Requirements:
Lifting up to 25 lbs.
Sitting at a computer for long periods of time, occurs greater than 2/3’s of working hours.
Standing/Walking less than 1/3 of working hours.
Reaching, pushing, pulling, gripping, neck rotation and Extension, and exposure to noise greater than 2/3’s of working hours.
Visual Acuity: Near with clarity at 20 inches or less and Far with clarity at 20ft or more greater than 90% of working hours.
Requires Keyboard and mouse usage for greater than 90% of working hours.
May require occasional travel between clinic locations
Including but not limited to, the following:
Speak clearly, and with a friendly, courteous tone.
Customer Service is our mission.
Answer incoming calls and assist callers with reaching their intended party, whether by direct transfer or thru the Canopy ticketing system
Able to provide helpful information to callers and communicate well with people at all levels and all backgrounds.
Understand exactly to what person or department the call is routed or a ticket is made.
Able to process faxes from the fax server and distribute them to the correct person / dept.
Familiar with computers, various office software, such as OUTLOOK, WORD, and EXCEL
Good typing skills required.
Follow clinic policies and procedures & attend required meetings as requested.
Maintain patient and clinic confidentiality.
Perform all related work as required.
If functioning as a bilingual employee, must be able to communicate fluently in both English and Spanish.
Bilingual employee will receive, and place calls in both English and Spanish however they will not provide Translator or Interpreter services for others without certification.
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