Switchboard Operator

Position Summary:

Responsible for accurately and efficiently routing incoming telephone calls and provides clerical support to Patient Relations department.

Responsibilities/Accountabilities:

Switchboard:

Answer a high volume of incoming calls for orthopedic practice. Open and close switchboard following established procedures. Accurately assesses callers' needs to direct the calls to the most appropriate contact (i.e., scheduling, case management, billing, clinic staff or other locations). Identify calls which need immediate attention and uses paging options to locate clinical staff or physicians.

Supports Department Workflow:

Scan patient documentation into EMR and route incoming faxes. May assist Scheduling department with various tasks, including but not limited to, labeling referrals and processing referral response letters. Other administrative or clerical duties in support of the Patient Relations department. Following the Orthopedic One Contagious Disease Symptom and Screening P&P, provides screening of Orthopedic One patients, visitors, and/or associates as assigned. These tasks may include, but are not limited to, completing symptom screening form, taking vitals such as temperature checks, dispensing recommended personal protective equipment, facilitating communication and coordination of care with provider input, and associated cleaning and disinfecting equipment and work spaces.

Teamwork:

Works cooperatively with coworkers, providers, and management. Shares knowledge and insights with co-workers in a constructive manner. Willingly provides coverage to department, staying beyond scheduled ending time when clinic schedule demands it, volunteering to cover time off or unexpected absences, maintaining workflow in department without direct supervision. Addresses conflicts with person directly before involving manager or uninvolved peers. Is considerate of others with regard to taking breaks or meal periods, use of computer and telephone, and noise in department.

Policies and Procedures:

Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents. Provides assistance and support to leadership in implementing policies and procedures as necessary. Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

Education, Experience, and Certification/Licensure Required:

High School Diploma or equivalent required. Prior multi-line switchboard experience desired, preferably in a health care setting. Customer service experience and basic computer skills required.