CALL CENTER SWITCHBOARD OPERATOR

Call Center Switchboard Operator / Appointment Scheduler

Job Summary:
Under general supervision, the Switchboard Operator/Appointment Scheduler operates a multi-line telecommunications system to relay incoming, outgoing, and interoffice calls. This role provides customer service support, schedules appointments, and ensures efficient communication across multiple locations within the organization.

Essential Functions:

• Operates a multi-line telecommunications system across multiple locations.
• Answers, screens, and routes incoming calls promptly and professionally.
• Ensures callers are not left on hold for more than 60 seconds.
• Transfers calls efficiently and courteously without disrupting the caller experience.
• Manages multiple calls simultaneously while maintaining accuracy.
• Takes and delivers messages accurately and timely.
• Operates paging systems for internal communication and announcements.
• Maintains effective control and management of the telephone system.
• Performs clerical duties including typing, proofreading, sorting mail, and scheduling appointments.
• Accurately schedules appointments across all sites and specialties.
• Collects and updates patient demographic and contact information.
• Performs patient empanelment during appointment scheduling.
• Supports departmental goals and performance benchmarks.
• Performs additional duties as assigned by the Call Center Manager or designee.

Additional Responsibilities:

• Redirects callers to appropriate departments or external contacts as needed.
• Maintains punctuality and consistent attendance.
• Performs other duties as assigned by leadership.

The above statements are representative of the position and are not intended to be all-inclusive.

Customer Satisfaction Requirements:

• Delivers exceptional customer service to patients, visitors, and staff.
• Ensures tasks are completed accurately the first time.
• Creates a welcoming and respectful environment for all customers.
• Anticipates and responds to customer needs proactively.
• Keeps customers informed and responds promptly.
• Maintains confidentiality and protects patient privacy.
• Demonstrates proper telephone etiquette and professionalism.
• Takes ownership of customer concerns and follows through to resolution.
• Exhibits a strong commitment to service excellence.

Performance Standards:
Performance is evaluated by the Center Manager or designee annually. A satisfactory rating is considered the minimum acceptable level of performance.

Health and Safety Requirements:

• Adheres to safety regulations, policies, and procedures.
• Completes annual Safety and Hazardous Communication training.
• Maintains required health records, including TB testing.

Privacy Rule Compliance Requirements:

• Adheres to HIPAA Privacy Rule policies and procedures.
• Completes required privacy training annually or as updated.
• Protects patient medical information in compliance with regulations.
• Maintains patient records in accordance with national standards.
• Ensures appropriate security of patient records.

Protected Health Information (PHI) Access:
This position is classified as Administrative Staff and is granted restricted access to PHI in accordance with job responsibilities and privacy policies.

Qualifications:

Education and Experience:
High school diploma or GED required. Experience handling high-volume telephone calls is required. Must possess strong communication and customer service skills.

Knowledge, Skills, and Abilities:

• Ability to operate multi-line telecommunications systems effectively.
• Strong verbal and written communication skills.
• Professional demeanor and excellent telephone etiquette.
• Ability to maintain a courteous and helpful attitude at all times.
• Ability to work efficiently in a fast-paced environment.

Certification, Licenses, and Registrations:

• None required

Other Qualifications:

• Strong English communication skills required.
• Bilingual or bicultural candidates are encouraged to apply.

Physical and Mental Demands:

• Work is primarily sedentary in nature.
• Requires ability to work under stressful conditions.
• Requires manual dexterity and eye-hand coordination.
• Requires use of office equipment such as computers, telephones, and copiers.
• Requires frequent sitting, standing, bending, or stretching.
• May require flexibility in work locations, hours, and days.

Classification:
Non-Exempt

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