Lead Switchboard Operator

New England Cancer Specialists (NECS) is currently seeking a full-time Monday-Friday 8 hr./5-day Phone/Switchboard Operator (known internally as a First Responder).

The First Responder position is the first point of contact for every patient, family member or outside caller of New England Cancer Specialists. The First Responder Lead is responsible for operating multiple communications systems of the practice by answering and triaging incoming calls, greeting callers, providing information, transferring calls or logging messages on an electronic dashboard following pre-defined pathways. Will provide excellent customer service to every caller while answering multi-line phone system, timely transferring or logging all of phone calls to route to the appropriate personnel.

As the Lead you, will collaborate with departments to facilitate patient flow regarding clinical workflows. And perform essential job functions as listed below.

NECS is a private medical practice composed of 18 oncologists and hematologists serving the region from five separate locations in Maine and New Hampshire. Our mission is to make life better for people with cancer and blood disorders. Kindness, compassion, and respect are part of everything that we do - from our phone operators to our physicians, every person on our team is important, and everyone makes a difference every day.

We are proud to be the first Dana Farber Affiliate practice in the country, striving to provide the highest quality care and unmatched, holistic support for every patient, every day.

• Answering all incoming phone calls to practice in a small call center environment using a multi-line phone system. Answer phones for approximately 32 hours per week. 8 hours designated to workflows, guiding First Responders in the daily operations and meeting
• Determines how to handle the call according to triage guidelines, caller need and patient status. Utilizes Electronic Medical Record [EMR] to confirm patient status for call pathway determination.
• Route emergency calls appropriately.
• Assists in directing First Responders with urgent triage situations.
• Communicating with answering service daily, taking practice on and off answering service. Designates answering service messages to appropriate staff; entering clinical messages onto dashboard and faxing administrative messages to appropriate NECS site.
• Logs real time information while speaking with caller (physician's office, patient, nurse, etc.). Information logged in to dashboard pathways form.
• Transfers calls according to guidelines; utilizes electronic staff schedule to ensure calls are routed to correct staff member.
• Conducts all interactions with patients, external and internal personnel in a courteous, respectful manner while maintaining confidentiality.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Has access to and works with protected health information daily. Maintains strictest confidentiality: adheres to all HIPAA guidelines/regulations.
• Keep work area neat and organized.
• Conducts all job responsibilities consistent with office policies and procedures and in compliance with all applicable laws or mandates relating to patient care and business activities.

work week, no nights, or weekends

• High School Diploma or GED
• Knowledge of Medical Terminology
• Experience in a medical practice preferred
• Switchboard experience preferred
• Excellent customer service skills necessary

NECS offers competitive pay, new employees are eligible to earn up to 3.4 weeks of Paid Time Off in their first year with the practice, as well as an additional 10 paid company holidays. We offer medical, dental and vision insurance and eligibility starts the 1st of the month after your hire date.

New England Cancer Specialists offers competitive pay and a comprehensive benefits package to our full-time employees. Our benefits include medical, prescription, dental, and vision insurances. Company-paid Life Insurance, Short Term, and Long-Term disability insurances as well as Long Term Care insurance. Other benefits include a company-sponsored retirement program, generous Paid Time Off in addition to 10 Company-paid holidays, and other voluntary benefits.

Benefits are effective on the 1st of the month after hire date.

Please note:

New England Cancer Specialists engages in employer surveillance and electronic…