POSITION SUMMARY
The Phone Operator and Appointment Scheduler serves as a primary point of contact for patients and callers, providing professional, courteous, and efficient telephone support. This position is responsible for scheduling appointments, maintaining accurate patient information, addressing inquiries, and ensuring a positive patient experience. The role requires strong communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced healthcare environment while maintaining patient confidentiality.
MINIMUM QUALIFICATIONS
- Previous customer service or call center experience preferred but not required.
- Excellent verbal communication, active listening, and problem-solving skills.
- Experience with Electronic Health Record (EHR) systems preferred.
- Strong computer, data entry, and multitasking abilities with a high level of accuracy.
- Ability to maintain professionalism and composure when handling challenging situations.
- Demonstrated commitment to providing compassionate, patient-centered service.
- Ability to work effectively in a fast-paced environment and adapt to changing priorities.
EDUCATION
High school diploma or equivalent required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties and responsibilities listed below are representative of the work performed in this position and are not intended to be all-inclusive.
- Answer incoming calls promptly, professionally, and courteously.
- Assist patients and callers with inquiries regarding appointments, services, and general clinic information.
- Schedule, reschedule, and cancel patient appointments in accordance with established clinic policies and procedures.
- Verify and update patient demographic, insurance, and contact information accurately.
- Route calls and messages to the appropriate department or staff member in a timely manner.
- Address patient concerns and complaints with professionalism, empathy, and discretion; escalate complex issues to appropriate personnel when necessary.
- Accurately document calls, patient interactions, and actions taken within the electronic health record or other designated systems.
- Maintain patient privacy and confidentiality in compliance with HIPAA and all applicable federal, state, and organizational regulations.
- Perform general administrative and clerical duties as assigned.
- Support clinical operations and assist with other duties as needed to meet organizational objectives.
PHYSICAL REQUIREMENTS
- Ability to sit for extended periods while performing telephone and computer-based work.
- Ability to use standard office equipment, including a computer, telephone, copier, and scanner.
- Ability to communicate effectively in person and by telephone.
WORK ENVIRONMENT
- Work is performed primarily in an office or healthcare clinic setting.
- Frequent interaction with patients, staff, and external contacts.
- May be required to manage multiple priorities and interruptions throughout the workday.
EQUAL EMPLOYMENT OPPORTUNITY
The organization is committed to providing equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type in accordance with applicable federal, state, and local laws.
