Telephone Operator

Lula Mae Harris

**************@*****.***

**** *. ************ ******• Philadelphia, PA 19140•267/593-6540

Summary

Eight years’ experience handling complex communication processes in health care settings through operation of multiple line telephone systems. Trained newly hired employees and managers on operation of systems. Excellent telephone etiquette with ability to communicate effectively to all callers, ensuring that calls are directed to the appropriate department, and resolving caller concerns. Experienced in patient registration and eligibility determination. Familiar with PBX telephone console, X-tend Call Management Console, Doctors Med Call System, AMFPM Patient Registration System, HIPAA requirements, and EPIC Travel System.

Professional Experience

EINSTEIN HEALTHCARE NETWORK, Philadelphia PA 2012 – 2014

Telephone Operator

Operated hospital communication systems including telephone, switchboard, intercom, two-way radio, and public address system.

Answered incoming calls, up to 90 calls a day, greeted callers, provided information, transferred calls to appropriate destination or took accurate messages as necessary.

Ensured emergency calls were properly routed.

Used paging and interoffice communication equipment to locate on call doctors, radiology techs and care managers to inform them of telephone calls.

Monitored alarm systems to ensure that secure conditions were maintained.

Explained policies and procedures in emergency panels and codes.

CHILDRENS HOSPITAL OF PHILADELPHIA, Philadelphia, PA 2011 - 2011

Telephone Operator

Courteously and efficiently answered all incoming calls and connected callers with the correct extension.

Took and relayed messages in an accurate and timely manner to on call doctors.

Promptly responded to emergency codes and urgent calls from patients.

Directed callers immediately to clinical staff as necessary.

Performed functions such as triaging calls; setting up conference calls; instructing users on telephone procedures; and reporting telephone and equipment malfunctions information tech specialist.

Responsible for use of in-house paging system.

Performed clerical duties as assigned to maintain workflow in the department.

CANCER TREATMENT CENTERS OF AMERICA, Philadelphia, PA 2005-2009

Lead Telephone Operator/Registration Clerk

Interacted with patients during admission process to explain hospital policies and procedures and HIPAA privacy requirements, obtain patient demographics and signatures on all necessary admission forms.

Cancer Treatment Centers of America – cont’d

Contacted insurance companies to verify patient eligibility for services.

Obtained accurate information pertaining to co-pay and deductible amounts for each patient.

Answered all incoming calls and processed in-house calls as requested, including use of beepers, pagers, and taking messages. Responded to hospital emergency codes and urgent calls in a timely manner.

Updated switchboard and intranet with newly hired employees. Trained new hires and managers on switchboard operations with new programs.

Filed monthly physician orders accurately and timely and updated bulletin board with monthly on call schedules.

WARREN E. SMITH HEALTH SYSTEMS, Philadelphia, PA 2004 - 2005

Job Coach

Supervised the training of mental health/ mental retardation patients on a daily basis.

Monitored progress and job performance to ensure acquisition of the required skills.

Provided management with daily reports on the performance of each patient.

Education

Diploma, Business Computer Application, DPT Business School, Philadelphia, PA 2000

High School Diploma, Franklin Evening Standard High School, Philadelphia PA 1999

Computer Skills

Proficient in the use of Microsoft Word, Power Point, Excel, Internet, Outlook, Installing Computer Software, CD Burner

Contact this candidate