Physicians Answering Service Specialist

• Provide an essential 24-hour, 365-day answering service for patients
• Take incoming calls and use critical thinking to determine each call’s disposition
• Answer inbound and outbound calls and screen callers using scripted and non-scripted guidelines
• Collaborate with team members to determine the best course of action and assess services needed
• Triage and manage incoming calls for urgency, intensity, and service request
• Support patients or callers and direct calls to the appropriate on-call resource
• Simultaneously manage telephone and computer systems to address caller concerns and requests
• Dispatch accurate demographics and patient concerns to on-call providers or nurses
• Document incoming call information using a specific software platform
• Create an outstanding customer experience as the first after-hours point of contact
• Maintain knowledge of system-wide program procedures and logistics across multiple offices
• Work independently and as part of a team

• Basic computer knowledge
• Strong typing, customer service, and telephone skills
• Familiarity with basic medical terminology or ability to learn and understand it
• Demonstrable organizational, prioritization, multitasking, and communication skills
• Demonstrable interpersonal skills, including functioning as part of a team
• Ability to manage sensitive and highly emotional incoming calls while maintaining professionalism
• Critical thinking and problem-solving skills
• Experience requiring effective verbal, written, interpersonal communication, and collaboration skills
• Preferred: experience in an office or clerical setting with customer service, keyboarding, and data entry responsibilities
• Availability for after-hours shifts, weekends, holidays, and potentially graveyard shifts
• Ability to complete 4–6 weeks of training from 08:00–17:00
• Ability to work 40 scheduled hours weekly

Demonstrates strong customer service and communication skills while effectively managing incoming calls and providing support to patients. Proficient in multitasking and utilizing computer systems to document and triage calls in a fast-paced environment.

• Customer Service Skills
• Critical Thinking
• Multitasking Ability
• Basic Medical Terminology
• Effective Communication

• Basic Computer Knowledge
• Typing Skills
• Data Entry
• Call Triage
• Documentation

• Organizational Skills
• Interpersonal Skills
• Problem-Solving Skills
• Professionalism
• Team Collaboration

• After-Hours Support
• Patient Care
• Call Management
• Office Experience
• Clerical Responsibilities