Agency Phone Operator

Job Description: Agency Telephone Operator

Reports To: Director of Operations


Status: Full-Time, Non-Exempt


Position Summary: Responsible for answering all incoming or transferred calls and directing them to the appropriate person.


Duties & Responsibilities:

• Answers all incoming and transferred calls and directs them to the appropriate extension, delivers messages as needed, and in general facilitates efficient and clear communication
• Recognizes and responds to emergency calls in a calm manner
• Checks and responds to voice messages at a fixed interval throughout the day
• Greets and provides assistance to clients, staff, customers, vendors, community members etc. in a professional manner
• Works closely with Medical Phone Operator to ensure clear and effective communication and facilitation of patient calls
• Translates for Spanish speaking phone callers as needed
• Attends General staff meetings
• Handles incoming and outgoing mail for agency
• General office duties to include: copying and faxing
• Performs other duties as assigned

Required Qualifications, Knowledge & Abilities:

• High school graduate or equivalent
• Certificate in Office Procedures, or similar program
• Bi-lingual in Spanish preferred
• Excellent verbal communication skills a must
• Minimum of 2 years previous experience operating a phone system with a high call volume preferred
• Previous experience in a clinical setting will be helpful
• Excellent customer service skills a must
• Maturity and the ability to multi-task while working in a fast paced environment; flexibility, initiative, and reliability
• Knowledge of and ability to relate to the American Indian community and other minority populations
• Ability to maintain strict confidentiality

Physical Requirements:
• Ability to sit for extensive period of time doing computer work and answering the phone
• Manual and finger dexterity and eye-hand coordination for computer entry
• Ability to lift up to 35 pounds
• Ability to stoop, squat or bend frequently
• Corrected vision and hearing within normal range to observe and communicate with clients and professional staff


Working Conditions:


Will potentially be exposed to all patient elements, including communicable disease and blood borne pathogens. Will be working in a fast paced medical environment. Will need to be able to sit for extended periods of time answering and responding to phone calls. Will need to be able to walk, stoop, bend and lift up to 35 lbs as needed. Working hours will be from 8:00 am to 5:00 pm with a one hour break. Will need to be flexible in performing tasks with limited discretion in making judgment decisions.


Preference is given to qualified American Indian/Alaskan Natives in accordance with the American Indian Preference Act (Title 25, U.S. Code Section 472, 473 and 473a). In other than above, the Indian Health Center of Santa Clara Valley, Inc. is an equal opportunity employer including minorities, women, disabled and veterans..