Call Center Switchboard

Job Details

Job Location:

JR Thomas - Mobile, AL 36603

Salary Range: $15.00 - $17.00 Hourly

Under general supervision, the Switchboard Operator/Appointment Scheduler operates switchboard to relay incoming, outgoing, and interoffice calls by performing the following duties.

• Operates a multi-line telecommunications system encompassing multi-locations. Supplies information to callers and records messages as needed.
• Answers, screens, and promptly routes incoming telephone calls and takes messages as needed.
• Does not leave callers on "hold and unattended" for longer than 60 seconds.
• Screens, transfers and puts calls on "hold" efficiently and without offending caller.
• Manages multiple calls without losing callers.
• Takes messages, when necessary, accurately and delivers them as necessary.
• Operates paging system to relay in-house announcements or call individuals to phone as necessary.
• Exercises effective management and control of telephone system.
• Performs clerical duties such as typing, proofreading, appointment scheduling, and sorting mail.
• Accurately schedules appointments for all sites and specialties throughout organization. Obtain and update accurate information, such as patient name and contact information
• Performs empanelment of patient during appointment scheduling.
• Performs other duties as assigned by the Call Center Manager or designee.
• Will contribute to a departmental plan to meet centers established benchmarks.

• Redirects callers to other Center telephone numbers, if needed.
• Prompt arrival and regular attendance at work
• Other duties as indicated at the discretion of the Center Manager or designee

The preceding examples are representative of the assignments performed by this position and are not intended to be all-inclusive.

• Doing things right the first time.
• Making people feel welcome.
• Showing respect for each customer.
• Anticipating customer needs and concerns.
• Keeping customers informed.
• Helping and going the extra mile.
• Responding quickly.
• Protecting privacy and confidentiality.
• Demonstrating proper telephone etiquette.
• Taking responsibility for handling complaints.
• Being professional.
• Taking ownership of your attitude toward Service Excellence.

JO

Performance will be evaluated by the Center Manager or designee by using the Performance Evaluation Form wherein an overall satisfactory rating is considered as a minimum acceptable level of performance.

• Adheres to Health Insurance Portability and Accountability Act (HIPAA Privacy Rule) policies and procedures.
• Must successfully complete Privacy Rule compliance training annually or as revisions are made to the policies and procedures.
• Must comply with Privacy Rule guidelines by learning to protect FPHC patient’s medical privacy.
• Must comply with Privacy Rule guidelines by appropriately maintaining our patient information in compliance with national standards.
• Must comply with Privacy Rule guidelines by providing appropriate security of FPHC patient records.

RESTRICTED
- For purposes of HIPAA Compliance there are 4 workforce categories, which define the level of access to PHI that is granted to the incumbent. This position is classified under ADMINISTRATIVE STAFF and therefore granted RESTRICTED access- to be defined according to workforce member’s specific job duties. Use and disclosure must be in accordance with applicable privacy policies and…