Telephone Operator / Appointment Scheduler

Description:

Telephone Operator / Appointment Scheduler

Job Summary

Creates a positive first impression for patients through the professional handling of inbound phone calls and efficient scheduling of office appointments.

Telephone Operator / Appointment Scheduler

Essential Job Functions:

• Supports the assimilation of new patients by obtaining demographic information on first telephone contact, confirming the patient's insurance coverage; initiating new patient record in the practice management system; informing new patients of applicable practice payment policies, informing patients of documentation required at the time of and how early to arrive for the first appointment, confirming new patient knows how to get to the office and where to park.
• Creates a positive first impression as the initial point of contact with the practice by answering incoming telephone calls promptly and in a warm, friendly manner.
• Responds to patient inquiries for clinical information by locating the medical record, attaching messages, conveying information to the appropriate provider or clinical staff member, and ensuring that return calls have been placed.
• Facilitates good communication flow by quickly and accurately determining the caller’s need; routing calls to the appropriate person according to practice protocols; taking complete and accurate messages.
• Maximizes provider productivity by determining the nature of the patient’s need in order to schedule the appointment well; populating providers’ schedule templates according to practice guidelines, obtaining approval for exceptions, communicating with patients regarding any appointment changes, and rescheduling missed appointments.

Requirements:

Telephone Operator / Appointment Scheduler

Job Requirements

• Prior switchboard/call center customer service experience; preferably in a medical setting.
• Ability to multi-task
• Ability to work well on a team
• Excellent written and verbal communication skills
• Good computer skills
• Ability to operate a multi-line phone system.

Telephone Operator / Appointment Scheduler Education and Experience:

• Completion of a medical office assisting curriculum preferred
• High school diploma or equivalent required

Telephone Operator / Appointment Scheduler Physical Requirements:

• Must be able to lift up to 25 pounds at times with or without assistance
• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of phone use