Job description

SWITCHBOARD OPERATOR/RECEPTION FLOAT

GENERAL SUMMARY

Under general supervision of the Clinic Administrator and Business Office Supervisor, the Switchboard Operator/Reception Float will be responsible for answering the phones promptly, making clinical appointments, routing incoming telephone calls, and taking messages when appropriate. The Switchboard Operator/Reception Float requests medical records and imaging from outside facilities to prepare for upcoming appointments. When needed as a Receptionist, the Switchboard Operator/Reception float will be responsible for greeting patients, preparing necessary forms and patient information, and collecting completed forms and payments. The Switchboard Operator/Receptionist is the first impression and front line of OAW and always works together towards a common goal of efficiency and customer satisfaction while maintaining a pleasant work environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Answers the telephone pleasantly, and within three rings as often as possible
• Routes emergency calls to Triage Nurse or Physician, according to protocols
• Schedules patient appointments using practice protocols for doctor preferences, type of appointment and etc.
• Referral appointments
• Second opinion appointments
• Follow-up appointments

• Uses sequential techniques to ensure calls are picked up in a reasonable amount of time
• Screens/routes calls to appropriate individual or team
• Pages physicians, as needed
• Records messages for physicians, nurses, and other staff as necessary

• Revises patient appointments due to cancellations and changes to physician’s schedules
• Informs billing department to verify medical insurance for add-ons
• Faxes requests for medical records and images to other medical facilities
• Verifies patient demographic information and medical insurance is accurate and updates as needed
• Answers general questions about the practice

OTHER

• Maintains patient confidentiality
• Complies with HIPAA and compliance guidelines
• Provides necessary forms to patients for completion of information and for signatures
• Collects copayments, disability form fees, outstanding balances, or surgery deposits and issues appropriate receipt
• Attends all regular staff meetings and continuing education courses as requested
• Various other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

• Interpersonal skills that are necessary to deal effectively and courteously with patients, families and all levels of clinical staff
• Ability to read and write in order to prepare proper paperwork, generate forms, and schedule appointments
• Performs mathematical calculations when processing patient receipts that requires a level of high school completion
• Previous medical office experience and terminology preferred
• Analytical skills necessary to schedule follow-up appointments and referral appointments, maintain necessary triage messages and prepare routine schedules and reports
• Computer skills necessary for typing, proofreading, and scheduling
• Knowledge of Microsoft Office, Word, Excel, and Outlook helpful
• Precious experience with medical software preferred
• Ability to concentrate and pay close attention to detail
• Ability to multi-task
• Knowledge of facility and surrounding facilities to assist or direct patients to other locations as necessary

WORKING CONDITIONS

• Normal office environment. There are few physical discomforts due to dust, dirt, noise, etc.
• Minimal bending
• Sitting the majority of the work day

REPORTING RELATIONSHIPS

Reports directly to the Business Office Supervisor, Practice Administrator and the Board of Directors

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Healthcare setting:

• Private practice

Medical specialties:

• Orthopedics

Schedule:

• Day shift
• Monday to Friday
• No weekends

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)

Work Location: One location

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