Medical Telephone Operator

ANNUAL SALARY (DEPENDING ON SKILLS/EXPERIENCE): $41,600.00 - $51,250.00

SCOPE: The Medical Telephone Operator is required to uphold the call center's highest value which is treating our callers with C.A.R.E. Empathy, active listening, and quality customer service are skills which we require all of our operators to have and demonstrate.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• The Medical Telephone Operator is the first point of contact for all incoming calls to Epic Care
• The Operator is expected to communicate professionally with internal and external customers, assisting them with appointment questions and scheduling needs and ensuring accurate and timely interdepartmental call transfers to promote a pleasant and seamless experience
• In addition, the Operator will use available resources and tools to solve problems in a timely and precise manner
• Answer telephones, screen and transfer calls to the appropriate recipient in accordance to guided workflows
• Perform patient scheduling functions as needed
• Enter current patient information accurately in EPIC
• Manage patient information flow
• File and maintain accurate details in the EPIC EMR system
• Communicate as needed with multiple departments to ensure appropriate workflows are being used
• Achieve individual performance goals as it relates to department objectives.
• Perform other duties as assigned

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• 1 year of customer service required.
• 1-2 years of experience with EPIC EMR preferred.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time, stooping and bending/stretching for files and supplies. Requires occasional lifting of files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves high levels of contact with patients and public.