Phone Operator

7 days ago

Bell Gardens, United States Family Health Care Centers of Greater Los Angeles, Inc. Full time

Overview:
**POSITION TITLE**: Phone Operator

**DEPARTMENT**:Call Center

**REPORTS TO**:Call Center Supervisor

***

***POSITION OVERVIEW**:
The telephone operator is responsible for answering multi-line telephone, triaging calls, taking messages, and scheduling appointments. The telephone operator serves as a liaison between caller and medical support staff.

**Responsibilities**:
**DUTIES/RESPONSIBILITIES**:
1. Answer telephones by greeting in a courteous and timely manner for proper transfer re-routes telephone calls.

2. Answer telephones by identifying the department, themselves by first and last name.

3. Answer all calls by third ring.

4. Allow telephone caller to respond prior to being placed on hold.

5. Sort messages for departmental personnel.

6. Check and retrieves answering service for saved messages on Solution Reach.

7. Inform staff of any calls by calling direct ext. first, if no answer, page over intercom no more than twice.

8. Provide accurate and reliable information regarding Clinic’s services.

9. Make reminder phone calls for next day scheduled appointments.

10. Cover Reception Desk as necessary.

11. Updates /modifies patient demographic data according to front office policies.

12. Call all new patient no shows to reschedule appointment.

13. Offer Dental, Optometry and/ or Behavioral Services.

14. Verify Medical/MHLA eligibility for new or current patients as needed.

15. Check Patient Portal for any online appointment requests. Call patient to schedule appointment

16. Maintains a neat, clean and safe work area for which employee is specifically or generally responsible.

17. Maintain privacy and confidentiality for both patient and employee with regard to medical data information.

18. Demonstrate a positive, proactive, can do attitude in responding to customer needs.

19. Works cooperatively and effectively with others.

20. Seeks out additional duties to promote continuity of operations.

21. Completes assignments by the end of the scheduled shift.

22. Communicates work related problems and reports to the Department Supervisor and Lead.

23. Identifies, initiates and implements measures to deliver high quality care to patients and improve services.

24. Responds efficiently and timely to all patient and provider staff needs and inquiries.

25. Ensures excellent customer service to all FHCCGLA patients.

26. Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.

27. Handles patient grievances according to FHCCGLA’s Policy & Procedure.

28. Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).

29. Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.

30. Attends the following meetings/trainings:

- Mandatory Quarterly Staff Meeting/Trainings
- Quarterly (Jan., Apr., Jul. & Oct.)
- Corporate Risk Management Meeting
- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
- Clinical & Operations (C&O) Meeting
- As needed (advanced notice will be provided when feasible)
- Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)

31. Other pertinent meetings
- As scheduled

32. Remains informed of:

- Current legal and regulatory changes related to scope of practice.
- Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
- All applicable Policies & Procedures

33. All other duties as assigned.

Qualifications:
**MINIMUM QUALIFICATIONS**:
1. Experience in a medical office setting preferred.

2. FQHC experience, highly preferred.

3. Excellent analytical skills.

4. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.

5. Excellent writing and verbal communication skills.

6. Knowledge of administrative principles and procedures.

7. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).

8. Bilingual English/Spanish and familiarity with the Hispanic culture.

9. Access to automobile with valid California driver’s license and state mandated automobile insurance.

10. Work schedule may include evenings, overtime, and weekends as needed.

11. Ability to prioritize workload and work under pressure of deadlines.

12. Ability to meet tight time sensitive deadlines.

13. Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.

14. Willingness to adapt to changes with regards to the agency’s growth and expansion.

15. Ability to speak Spanish, preferred.

16. Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.

17. Promote and provide the means for a working team relationship within Front Office and other depart

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