Medical Switch Board Operator

Located in Asheville, NC

Salary: $16-$18/hr

The Switch Board operator is responsible answering patient phone calls and scheduling or triaging those patients to the correct department. This position is also responsible for sorting faxes and moving them to the correct staff member.
Job Duties:
1. Optimize patient satisfaction by answering the phone with a kind greeting and providing excellent customer service to every patient that call into the office. All patients must be brought up by date of birth prior to transfer to check if notes have been made in the sticky.
2. Enhances practice reputation by accepting ownership for accomplishing new and different requests.
3. Triage calls to the correct department
4. If the call is more urgent, calling or finding the correct party and ensuring a warm transfer of the patient.
5. If the call is regarding scheduling a follow up appointment or new OV that does not require a referral, scheduling that patient at an appropriate time by viewing the schedule.
a. Ensure not to schedule multiple new office visits back-to-back
b. Ensure all E/D appointments match and are on the correct day/location
c. Always bring up patients’ chart and check sticky notes – schedule new referral patient if notes are present
d. Obtain and enter accurate demographic information into computer system (address, telephone number, insurance, PCP, etc.).
e. review appointment date, time, location, and provider name with caller when scheduling is complete.
f. Inform caller of items to bring to appointment (including insurance card, office visit fee, imaging, etc.).
6. Protect patient rights by maintaining confidentiality of personal and financial information
7. Set up patient portal as appropriate
8. Answer patient questions- avoid making up answers, giving incorrect information. Always find the correct party to help if unsure of how to answer a question.
9. Use sound judgement in handling calls, especially with upset patients.
Knowledge:
• Knowledge of practice policies and procedures.
• Knowledge of grammar, spelling, and punctuation to communicate effectively.
• Knowledge of EHR and Microsoft Office programs.
Skills:
• Skill in handling incoming phone calls and triaging appropriately.
• Skill in written and verbal communication.
• Skill in de-escalation.
• Skill in scheduling patients appropriately
Abilities:
• Ability to work effectively as a team member with physicians and other staff.
• Ability to sort and file faxes correctly by department.
• Ability to flexibly respond to changing demands.
• Ability to organize and prioritize tasks effectively.
• Ability to communicate clearly.
• Ability to work with little supervision.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.
• Ability to work in a fast-paced environment.
Monday – Friday 8am to 5pm, $16-$18/hr

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