Operator

Job Description

POSITION SUMMARY:

Under the direct Supervision of the Call Center Supervisor, Call Center Operators will answer incoming telephone calls from new and established Patients from within our ethnically diverse community, and the community-at-large. As the first point of contact for the Joseph P. Addabbo Family Health Center, Inc., Call Center Operators are responsible for making appointments, answering inquires, and providing accurate information regarding the Clinical and non-Clinical Support Services offered by the Health Center, in a prompt, professional, and courteous manner.

RESPONSIBILITIES:

The Call Center Operator will:

Observe and preserve all HIPPA rules and regulations in the maintenance of Patient Confidentiality.

Answer calls in a prompt, professional, and courteous manner.

Make appointments for new and established Patients.

Update vital information Patient during the appointment-making process (gather complete name, address, telephone number, insurance provider, demographics, etc.).

Be knowledgeable of, and offer, information regarding Clinical and non-clinical Support Services offered by the JP Addabbo FHC (Adult Medicine, Pediatrics, Dental, Ob/GYN, Podiatry, Ophthalmology, Neurology, Social Services, STI Clinic, Free Pregnancy and STI Testing, etc.).

Direct and route incoming calls to appropriate resources (Clinic, Department, or individual to provide follow-up).

Use a positive, effective approach to handling special telephone tasks, i.e., call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects.

Resolve Patient inquires and complaints, as appropriate, regarding the telephone system.

Offer Affordable Care Act (ACA) information, sliding fee schedule, income verification, copayment, and self-payment information.

Display time flexibility towards shifts and scheduling, as required.

Perform other Clerical duties, as required.

This job specification does not imply that these requirements are the exclusive standards of the position. Successful Candidates will follow additional instructions and perform supplementary related duties, as may be required by the Supervisor.

MINIMUM QUALIFICATIONS:

H.S. Diploma or GED Certificate

Excellent verbal and written communications skills

Exceptional active listening skills

A Customer Service Orientation

Ability to work Independently and as a Team Member

A Sensitivity towards Cultural Diversity

Proficiency in relevant computer applications

Aptitude for data entry and typing Bilingual a plus!