Appalachian Orthopedics & Neurosurgery Phone Operator

Job Title

Dimensions/Scope of Position: Operates the phone system and assists with scheduling patients. Coordinates the operation of the phone system to ensure prompt and efficient service to staff and public. Handles all functions associated with the mail room.

Essential Duties/Responsibilities

• Operates the phone system to route incoming calls and place outgoing calls.
• Ensures that all incoming calls are answered in a prompt, professional and timely manner.
• Schedules patient appointments
• Works incoming referrals
• Receives and places all Doctor to Doctor calls (local and long distance) as needed. Answers, screens and routes all outside calls. Closely monitors lines placed on hold to ensure good customer service.
• Demonstrates knowledge of commonly used concepts, practices and procedures within a large Orthopaedic practice.
• Remains knowledgeable of the locations of the staff and residents at all times, including office, surgery and ER call schedules.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Performs clerical duties such as typing and proofreading.
• Updates purchasing/facilities information on Campbell Click! as well as the companywide telephone directory.
• Forwards calls to the answering service at the end of the day.
• Distributes and collects incoming mail.
• Collects and processes outgoing mail.
• Determines, affixes and records postage on registered mail and packages.
• Regular and predictable attendance
• Ability to work in a cooperative manner with others
• Performs other duties as assigned by the Clinic Manager.

Qualifications

Education and/or Experience: High School Graduate or General Education Degree (GED) required; Previous experience with a phone system and experience operating multi-line phones required.

Computer Skills: Must be computer literate. Basic computer skills required.

Other Qualifications

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Physical Demands

N (Not Applicable) Activity does not apply to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Physical DemandsLift/CarryStandO10 lbs or lessFWalkO11-20 lbsNSitC21-50 lbs.NManually ManipulateF51-100 lbs.NReach OutwardFOver 100 lbs.NReach Above ShoulderFClimbNPush/PullCrawlN12 lbs. or lessOSquat or KneelF13-25 lbs.NBendO26-40 lbs.NGraspF41-100 lbs.NSpeakC

Work Environment

Work is performed in a healthcare and office environment. The noise level is usually moderate. Must understand the risks involved in working with or around blood-borne and airborne pathogens. Must maintain a safe work environment in compliance with all standards, rules, and regulations under the OSHA Act. Must adapt to schedule changes as needed.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.