Communications Operator

SUMMARY
Join The Good Shepherd Community Clinic as Communications Operator, a key role crafted to amplify efficiency and elevate customer satisfaction. Our commitment to addressing the top concern voiced by our patients connecting with a real person led to the creation of this integral position. As the Communications Operator, you will navigate calls to ensure that each patient feels valued while optimizing call duration. Your responsibilities include friendly patient greetings, efficient call handling, multitasking with grace, effective communication, and a commitment to a primarily stationary role. If you possess excellent communication skills, thrive in a dynamic environment, and are dedicated to enhancing the patient experience, we invite you to apply for this exciting opportunity.
RESPONSIBILITIES
Answer Calls with a Smile:

• Greet all callers with a positive and friendly demeanor.
• Establish rapport with patients to reflect the clinic's core values.

Handle Calls Efficiently:

• Identify the purpose of each call promptly and accurately.
• Transfer calls to the appropriate department or team member for timely resolution.
• Ensure patients' concerns are directed to the most suitable team member.

Monitoring Phone Tracking System:

• Keep a close watch on the phone tracking system.
• Take proactive measures to prevent patients from waiting excessively.
• Follow the established workflow for patients experiencing wait times longer than 5 minutes.

Listen Actively:

• Listen attentively to patients, demonstrating empathy and support.
• Ensure every patient feels heard and understood, even if their concerns are transferred to another team member.

Provide Information:

• Offer general information about the clinic, services, and procedures as needed.
• Address patient inquiries with accuracy and completeness.

Maintain Professionalism:

• Uphold a professional and courteous attitude in all interactions.
• Handle calls with professionalism, regardless of complexity or urgency.

Maintain Core Values:

• Embody the clinic's core values of Love, Respect, Fight, Resilience, and Flexibility in every interaction.
• Demonstrate a commitment to these values when dealing with patients, colleagues, and healthcare providers.

PERSONAL SPECIFICATIONS

Behaviors:

• Respect for all others; seeing value in all people
• Ability to work closely and collaboratively with team members
• Displays excellent internal and external customer service
• Positive attitude

Attributes:

• A high degree of personal and professional discretion and integrity
• Ability to think and act quickly while maintaining a high-level of customer service and professionalism
• Mature, with good problem-solving skills
• Self-starter

Knowledge and Experience:
Required:

• High School diploma or equivalent.
• Technological proficiency in basic computer applications
• Proven customer service expertise.
• Effective communication and interpersonal Skills.
• Attentive to detail.
• Adapt quickly to new software and technology tools.
• Demonstrated ability to efficiently manage multiple tasks simultaneously.
• Comfortable with being stationary during scheduled shift.
• Track record of successfully prioritizing and executing tasks in a dynamic work environment.
• Ability to assess situations objectively, analyze information, and make well-informed decisions.

Preferred:

• Previous experience in a health care setting.

Physical Requirements: While performing the duties of this job, employees are required to sit for long periods of time; talk and hear, both in person and by telephone; use hands repetitively to operate standard office equipment; reach with hands and arms and lift up to 25 pounds.