Phone Operator

Phone Operator

The telephone operator is responsible for answering multi-line telephone, triaging calls, taking messages, and scheduling appointments. The telephone operator serves as a liaison between caller and medical support staff.

Duties/Responsibilities:

• Answer telephones by greeting in a courteous and timely manner for proper transfer re-routes telephone calls.
• Answer telephones by identifying the department, themselves by first and last name.
• Answer all calls by third ring.
• Allow telephone caller to respond prior to being placed on hold.
• Sort messages for departmental personnel.
• Check and retrieves answering service for saved messages on Solution Reach.
• Inform staff of any calls by calling direct ext. first, if no answer, page over intercom no more than twice.
• Provide accurate and reliable information regarding Clinic's services.
• Make reminder phone calls for next day scheduled appointments.
• Cover Reception Desk as necessary.
• Updates /modifies patient demographic data according to front office policies.
• Call all new patient no shows to reschedule appointment.
• Offer Dental, Optometry and/ or Behavioral Services.
• Verify Medical/MHLA eligibility for new or current patients as needed.
• Check Patient Portal for any online appointment requests. Call patient to schedule appointment
• Maintains a neat, clean and safe work area for which employee is specifically or generally responsible.
• Maintain privacy and confidentiality for both patient and employee with regard to medical data information.
• Demonstrate a positive, proactive, can do attitude in responding to customer needs.
• Works cooperatively and effectively with others.
• Seeks out additional duties to promote continuity of operations.
• Completes assignments by the end of the scheduled shift.
• Communicates work related problems and reports to the Department Supervisor and Lead.
• Identifies, initiates and implements measures to deliver high quality care to patients and improve services.
• Responds efficiently and timely to all patient and provider staff needs and inquiries.
• Ensures excellent customer service to all FHCCGLA patients.
• Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
• Handles patient grievances according to FHCCGLA's Policy & Procedure.
• Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P's) as needed (with input from all other key personnel).
• Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA's P&P's.
• Attends the following meetings/trainings:
• Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA's Executive Leadership, as needed (advanced notice will be provided when feasible)
• Other pertinent meetings- As scheduled
• Remains informed of:
• Current legal and regulatory changes related to scope of practice.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures

Qualifications:

Minimum Qualifications:

• Experience in a medical office setting preferred.
• Current CPR Certification- required to be kept up to date.
• FQHC experience, highly preferred.
• Excellent analytical skills.
• Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
• Bilingual English/Spanish and familiarity with the Hispanic culture.
• Access to automobile with valid California driver's license and state mandated automobile insurance.
• Work schedule may include evenings, overtime, and weekends as needed.
• Ability to prioritize workload and work under pressure of deadlines.
• Ability to meet tight time sensitive deadlines.
• Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
• Willingness to adapt to changes with regards to the agency's growth and expansion.
• Ability to speak Spanish, preferred.
• Ability to handle multiple tasks and work in a busy environment including heavy telephone duty.
• Promote and provide the means for a working team relationship within Front Office and other departments.
• Organized, flexible, thoroughness, dependability and attention to detail.
• Able to work and communicate effectively with people of diverse culture, education and economic backgrounds.

Additional Eligibility Qualifications:

• Strong communication, interpersonal skills, and problem-solving skills.
• Strong verbal and written skills.
• Ability to communicate both verbally and in writing.
• Ability to perform tasks in hectic work environment.
• Adaptability to program, changes, modifications.
• Spanish speaking required.
• Willingness to adapt to changes in agency growth and expansion.
• Experience in a medical office setting preferred.
• Ability to handle multiple tasks.
• Computer experience.
• Typing at least 25 wpm.
• High School Diploma or Equivalent.
• Able to promote and provide the means for a working team relationship within front office and other departments.
• Organized, flexible, thoroughness, dependability and attention to detail.
• Able to handle heavy telephone duty.
• Able to work and communicate effectively with people of diverse culture, education, social and economic backgrounds.
• Medical Terminology: 1 year.
• Telephone Skills: 1 year.
• Customer Service: 1 year.
• Must have Transportation.
• Observe regulations on time card use and reporting
• Maintain attendance as per policy
• Maintain a clean and safe work area.
• Observe general Safety/Employee Health policies and procedures including Fire regulations.
• Maintain a current annual health screening.
• Display clearly visible identification.
• Ability to work well with others in a professional and team-oriented environment.
• Well-developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
• Ability to relate to the public regardless of ethnic, religion and economic status.
• Excellent communication skills.
• Willingness to travel.
• Strong planning and organizational skills.
• Problem analysis and critical thinking skills.
• Excellent customer service skills.
• Knowledge of the following (but not limited to), preferred:
• My Health LA PPO's HMO's
• Medicare Family PACT CPSP
• Medi-Cal Fee-for-Service CHDP
• Managed Care Plans Every Woman Counts
• Must maintain patient confidentiality in accordance with clinic policy and HIPPA guidelines.

Family Health Care Centers of Greater Los Angeles, Inc.