Phone Operator

Phone Operator

Under the direction of the DOPC/MOPC Office Manager and within federal, state and local guidelines performs entry-level customer service work. Work involves providing external customer service support and receiving and responding to public inquiries for information and/or state services.


The Consumer Service Representative Phone Operator will be responsible for greeting consumers by phone. Provide a courteous, friendly and concerned attitude for the needs of those seeking services. Answer incoming phone calls. Other clerical duties related to fast-paced clinical office environment. Works under close supervision, with limited latitude for the use of initiative and independent judgment.

Education, Training, and Experience
• High School Diploma or equivalent required
• Experience with Microsoft Word and Excel preferred. Abilify to adapt to a fast-paced, large-volume environment.
• Bi-lingual required.
• Required qualifications should come before preferred qualifications.


Registration, Certification, Licensure, and Other Qualifications

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.

o Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.
• Successful completion of all position-specific training within thirty (30) days of employment is required.


Knowledge, Skills, and Abilities

• Good interpersonal and telephone skills.
• Ability to multi task.
• Able to pay attention to details.
• Ability to work under pressure.
• Ability to use 10 key by touch and be proficient in typing.
• Maintains a neat and professional personal appearance.
• Can adjust to various job demands, and consumer inquiries and still project a positive, professional image.
• Maintains strict confidentiality of consumer data.

• Knowledge of office practices and administrative procedures.

• Skill in the use of standard office equipment and software.

• Ability to communicate and interact effectively and politely with members of the public, and to respond to public inquiries in a timely manner.
• Understanding and practice of Trauma Informed Care principles.
• Demonstrates clear knowledge of the center's clinic structure, standards, procedures and protocols.

• Ability to display regular and reliable (in-person, if required) attendance.

• Understanding and practice of Trauma Informed Care principles.

Essential Duties

The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.

1.Responsible for managing large volumes of inbound and outbound calls in a fast-paced environment promptly and in professional manner. Must always identify self and the clinic.

2.Promotes professional customer service language:

o Greet all clients and callers in a calm, friendly, and professional manner.

o Communicate effectively with other departments by phone and using the Ring Central application.

o Ability to communicate well with the public.


3.Performs data entry on Center computer systems; ensures accuracy of all data entry:


o Verifies contact information: phone number and address, updates if necessary.


o Updates missing information on Streamline.

4.Assists the clients and others who contact the clinic by telephone.

o May provide direct assistance.

o May take messages and relay them to appropriate staff.

o May direct calls to the appropriate staff

5.Responsible for identifying clients' and others' needs, researching issues, clarifying information, and providing solutions or alternatives.

6.Must be knowledgeable of center programs and services.

7.Responsible for scheduling, rescheduling, and canceling appointments.


8.Must navigate through the client's electronic health care record to locate appropriate information necessary to direct the client to the appropriate staff.

9.Inform clients of the balance due on their account and offer ways to pay their balance. May process payments over the phone.

10.Manually remind clients of their scheduled appointments when the automatic call reminder system is unable to do so.

11.Documents notes in the electronic health record regarding conversations with the client and important information.


12.Maintains strict confidentiality of client data; adheres to center-wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.

13.Compliance with HIPAA regulations and ensures all new clients read and sign HIPAA notices.

14.Other duties as assigned by the DOPC/MOPC Office Manager.

15.Participates in the Center's Zero Suicide Initiative.

o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.

o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.

o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.