Operator Coordinator

• Serve as the primary point of contact for incoming communications to the practice
• Answer and professionally manage a high volume of incoming phone calls
• Direct patient inquiries to the appropriate department or staff member
• Support scheduling needs and assist with basic scheduling questions or appointment requests when applicable
• Provide general information about the practice, providers, and services
• Guide patients with appointment confirmations, office directions, provider availability, and general practice questions
• Accurately document complete and clear patient messages in the EMR system
• Route messages to the correct clinical or administrative team
• Prioritize urgent messages and elevate appropriately
• Follow internal protocols for transferring calls and escalating patient concerns
• Address patient concerns calmly and consolidate complaints or sensitive situations when necessary
• Maintain a positive patient experience and uphold professional, courteous communication
• Collaborate as a team member across the practice

• Ability to sit for long periods and work in a well-lit, air-conditioned office environment during the first 120 days of training
• Transition to a remote home environment during non-training weeks after the first 120 days
• Professional and quiet home work environment when speaking with patients
• Ability to lift a minimum of 5 pounds
• Ability to work under pressure
• Maintain confidentiality in accordance with HIPAA regulations
• Ability to answer a high volume of incoming calls in a timely and professional manner
• Ability to accurately identify caller needs and route calls appropriately
• Ability to manage multiple calls while maintaining service standards
• Ability to document patient messages accurately within an EMR system
• Ability to prioritize urgent messages and elevate appropriately
• Ability to follow call-transfer and escalation protocols
• Ability to address patient concerns calmly and consolidate complaints or sensitive situations when necessary

Demonstrates strong communication and organizational skills while managing high volumes of patient inquiries and calls. Proficient in utilizing EMR systems for accurate documentation and maintaining patient confidentiality in compliance with HIPAA regulations.

• EMR System Documentation
• High Volume Call Management
• HIPAA Compliance
• Patient Communication
• Call Transfer Protocols

• EMR System
• Call Management
• Appointment Scheduling
• Message Routing
• Patient Inquiry Handling

• Professional Communication
• Calm Problem Solving
• Team Collaboration
• Customer Service
• Confidentiality Maintenance

• Patient Experience
• Call Escalation
• Office Environment
• Confidentiality
• Patient Concerns