Call Center Operator

Hawaii Island Community Health Center

Job Title: Call Center Operator

Department: Clinical Operations

Supervised By: Call Center Manager

POSITION FUNCTION SUMMARY

Under the general direction of the Director of Clinical Operations and direct supervision of the Call Center Manager, the Call Center Operator (CCO) must be able to answer a multi-line switch board rapidly and direct calls to the correct destination without any delay. The operators greet the caller, answer questions, route calls appropriately, accurately document information as needed, and provide professional and courteous customer service.

Duties and Responsibilities

Answer a high volume of inbound calls while maintaining a swift response rate, in accordance with organizational standards. In general, their role is to resolve customer issues and process requests which vary depending on the needs of each caller.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This position may have various work assignments within HICHC. This description is intended to be generic in nature, and as such it does not detail all duties and responsibilities of the job assignment. Various duties, responsibilities and accountabilities may be assigned to an incumbent in this position depending on program needs, and may include but not be limited to the following:

Call Center Activities:

• Answer the telephone promptly and courteously, screen calls, and connect callers to the appropriate departments, offices, or individuals.

• Verify callers and their contact information.

• Provide general information to callers about programs, functions, and services available through HICHC.

• Identify and direct inquiries for urgent appointments to designated triage nurse(s).

• Assist with scheduling, rescheduling, canceling, and confirming clinic appointments for new and returning patients.

• Forward calls requesting referrals, medication refills, lab test orders and results to the appropriate departments or personnel.

• Maintain daily records on the numbers and types of patient calls/encounters.

• Ensure customer satisfaction by striving to maintain a positive, empathetic, and professional attitude towards patients/callers at all times.

• Communicate with callers/patients effectively by actively listening, acknowledging their requests or complaints, and facilitating access to services or resolution of complaints.

• Remain aware of services offered throughout the clinic and in the community that will serve the patient’s needs.

• Register new patients and update registration information for existing patients to facilitate scheduling appointments, directing to triage nurse, or routing to other departments for assistance.

• Collect and update personal, demographic, health, and insurance information and enter accurately in the patient chart.

• Follow department protocol in handing difficult, angry, or disruptive callers.

• Participate in ongoing customer service, telephone and software skills, and other training as directed by department Manager.

POSITION SPECIFICATION

Requirements of Position

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• High School graduate or GED certificate and six months to one year related experience and/or training is required; OR any equivalent combination of experience, training and/or education.

Knowledge, Skills and Abilities

• Position requires basic knowledge of general office procedures including filing, copying, faxing.

• Ability to use a computer to enter patient data and retrieve information to generate reports and payment receipts,

• Ability to work on multiple tasks within established deadlines.

• Ability to work under the direction of a Manager and follow instructions.

• Ability to take the initiative to resolve patient concerns and problems.

Language Skills

• Ability to read and interpret documents such as government regulations and guidelines, patient records, operating and maintenance instructions, procedure manuals, etc.

• Ability to write at a minimal level of competence, including internal reports and memoranda.

• Ability to communicate with diverse groups of people to include staff and providers and patients

• Ability to communicate effectively with patients and their families to make their visit a pleasant experience.

• Sensitivity to the multicultural nature of the service area population and may be required to communicate in another language.

Personal Characteristics

Personal characteristics include: a team player, high integrity, multitasker, communication and customer relations skills, regular work attendance, courteous and friendly, able to work well with diverse groups of people, gain and maintain the respect of others, accept HICHC mission and values.