Switchboard After-hours Operator

Looking to join a dynamic team at Ohio State University Physicians where excellence meets compassion?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives. As an OSUP employee, you will be eligible for these various benefits depending on your employment status.

Responsibilities

Purpose: Receives outside physician referrals. Reviews all orders, documents, and processes accordingly in the electronic health record system. Uses multiple online resources for quick reference. Handles inbound and outbound calls to answer referral questions and reach out to referring offices for order clarification. Files electronically by document type.

Duties and Responsibilities:

Responsible for accurately and efficiently transcribing outside physician referrals into EPIC

Effectively use online tools to quickly research and make accurate decisions

Carefully separate, categorize and index order documents into patient charts

Provide excellent customer service while answering inbound calls about referrals

Seek accurate and complete information by making outbound calls to referring office for further clarification when needed

Research fax services for order and problems

Support Patient Scheduling by ensuring accuracy and thoroughness of transcribed orders

Create new patient charts, updating existing charts, identifying, and escalating possible duplicate chart issues

Add new referring providers to our central physician database

Flag problem orders for further investigation

Process daily emails in a timely manner

Help to manage referral work folders to meet department service levels

Conduct QA in accordance with department guidelines

Participate process improvement feedback meetings

Process each referral as though it was your own

Escalate all complaints to manger or supervisor, utilizing established chain of command

Display the highest level of customer service, attentiveness, and consideration possible in all cases.

Responsibly adheres to their provided schedule and is closely aligned to work productivity expectations/goals

Travel to satellite locations and clinic sites may be necessary to perform job duties

Ability to perform functions using job-related software and systems.

Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.

Other duties or special projects as assigned.

Qualifications

Requirements: High school diploma or equivalent required. 1-2 years of customer service experience. Exceptional customer service skills, enthusiasm and compassion. Ability to multitask with multiple applications working in a fast paced/volume-based environment. Excellent verbal and written communication skills High level of interpersonal skills with ability to handle sensitive, confidential (HIPPA related) situations and the ability to establish trust with patients, physicians, and internal teams. Team oriented, and politeness to customers, vendors, and patients. Ability (when appropriate) to use independent judgment to triage clinical issues and/or determine appropriate action(s). Must pass EPIC certification training and complete annual CBL’s (Computer based learnings). Candidates must also have high proficiency with technology and using multiple computer-based systems to drive decision making and appropriate patient outcomes.

Preferences: Experience working in a healthcare setting with a working knowledge of medical terminology.

Pay Range

USD $16.59 - USD $24.89 /Hr.

Full-Time