Hawaii Island Community Health Center

Job Title: Call Center Operator

Supervised by: Health Services Manager

POSITION FUNCTION SUMMARY:

Under the general direction of the Health Services Manager, the Phone Center Operator must be able to answer a multi-line switch board rapidly and direct the calls to destination without any delay. The operators greet the caller, answer questions, and route the call appropriately.

Duties and Responsibilities

Answering high volume of inbound calls and maintaining a swift response rate, in accordance with agreed standards.

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 of the duties and responsibilities of a particular job assignment. It is not intended to determine specific duties and responsibilities of a particular position, and essential functions and overtime eligibility may vary based on the specific tasks assigned to the position:

Patient Reception:

1. Updates patient records to verify contact information.

2. Greets other visitors to the health center and directs them to the appropriate offices or individual staff.

3. Provides general information to patients concerning functions and services of HICHC.

4. Answers the telephone, screens calls and connects callers to the appropriate offices or individual staff.

5. Refers all inquiries for assessing need for urgent appointment to designated triage nurse.

6. Schedules/reschedules/cancels/verifies new office appointments and return appointments.

7. Forwards all referrals, refills, lab tests and results as necessary to appropriate personnel.

8. Maintains daily record on the number of patient encounters.

Patient Registration:

1. Speaks with patients to collect and update required personal, health, and insurance information.

2. Enters accurate patient data.

3. Quick registers new patients and updated patient's health record.

POSITION QUALIFICATIONS

Requirements of Positions

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 supervisor 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 to include: a team player, high integrity, patience, communication and customer relations skills, regular work attendance, courteous and friendly, able to work well with diverse groups of people, gain and maintain respect of others.

Confidential and Sensitive Information:

Because the employee has access to personal and professional data regarding individual employees and their families, personal data regarding individual patients and the families, and/or sensitive company financial data, an essential job result is the maintenance of a high level of confidentiality of the information processed by the employee. Violation of this confidence may result in disciplinary action, including termination of employment,

PHYSICAL CHARACTERISTICS/WORKING CONDITIONS

General Remarks: The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks and functions.

Environment: The noise level in the work environment is usually moderate. There are no known environmental hazards on the premises. Work environment is often stressful. Work is mostly inside, and normal office worker safety precautions and practices are required. Incumbent may be exposed to patients conditions and some-unpleasant sights, smells and contagious diseases including virus, disease and infection from patients and specimens in working environment. All employees are offered the opportunity to receive the Hepatitis B vaccination series.

Equipment Use: Frequent use of telephone system and office equipment including but not limited to computer, printer, facsimile machine, copier and general office supplies. Occasional use of wheelchair, gurney and other assisted devices for patient transfers in the clinic.

Work Hours: Eight hour work days. Overtime may be required.

Mental Demands: Duties require attention to detail, alertness, problem solving: tolerance to stress and exercising sound judgment. Duties require high tolerance and adequate coping skills for dealing with loss, grief and bereavement. Good stress reduction and management skills are essential.