Communication Center Operator

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.

By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

The Communications Center Operator role involves managing telephone communications, scheduling appointments, and providing information within a large university and medical center environment. The position requires strong communication skills, multitasking ability, and knowledge of office procedures and relevant software.

The Communication Center Operator is responsible for answering all incoming calls, scheduling appointments, and taking messages. The position requires knowledge of business office procedures, strong grammar, spelling, punctuation, and typing skills. The operator must answer calls pleasantly and helpfully, speak clearly and concisely, and accurately follow both oral and written instructions. Additionally, the role involves sorting and filing materials correctly by alphabetical or numeric systems.

The operator facilitates communication within the hospital system using multiple communication tools and serves as the Information Center for staff, physicians, and the community.

• Manage calls and information flow continuously in a large university and medical center setting
• Prior experience with switchboard operation is required.
• Proficiency in word processing on current Windows versions is necessary.
• Ability to multitask, excellent communication skills including good listening and clear diction, and sound judgment, especially in emergencies, are essential.
• Must demonstrate strong customer service skills, maintain confidentiality, be comfortable with computers, and have basic knowledge of healthcare and medical terminology.
• Answer calls on a multi-line system, identify caller needs, and transfer calls appropriately. Researching within software databases for assistance, such as department referrals or appointment lines, may be required.
• Maintain a clear, professional speaking voice and provide excellent customer service.
• Prior experience with multi-line phone systems and comfort with computer use for research and email are required.
• Screen calls to route them to the correct department or individual.
• Ability to talk and type simultaneously and be computer literate is essential.
• Typing speed of at least 40 words per minute with 90% accuracy, excellent spelling, and exceptional phone etiquette are required.
• A positive attitude, excellent customer service skills, and knowledge of MS Office are advantageous.
• Being bilingual in Spanish is considered a plus.

• A high school diploma or GED is required.
• At least two years of medical office experience and one year of office switchboard experience are mandatory.
• Basic computer and keyboarding skills are necessary.
• Flexibility to work various days and hours is expected.
• A minimum of one year’s experience in a Community-Based Organization or Customer Service is also required.

• Proficiency in written and verbal English and an additional targeted language.
• Exceptional customer service skills and a pleasant telephone manner.
• Working…