Phone Operator

Description

Palmetto Primary Care Physicians (PPCP) is seeking a professional and compassionate Phone Operator to serve as the first point of contact for our patients. The ideal candidate is organized, friendly, and able to manage a high call volume in a fast-paced healthcare environment.
To learn more about PPCP, visit

• Offer 401K with generous company match
• Medical, Dental, Vision Benefits
• Short Term and Long Term Disability Offered

Essential Duties and Responsibilities

• Answer incoming telephone calls promptly, professionally, and courteously.
• Route calls to appropriate clinical or administrative staff.
• Schedule, reschedule, and cancel patient appointments using the electronic medical record (EMR) system.
• Verify patient demographic and insurance information during calls.
• Take accurate messages and document patient communications in the electronic medical record (EMR) system.
• Provide patients with general clinic information, including office hours, directions, and appointment preparation instructions.
• Respond appropriately to urgent or emergency calls according to clinic protocols.
• Maintain confidentiality of patient information in compliance with HIPAA regulations.
• Monitor voicemail systems and ensure timely message distribution.
• Assist patients with prescription refill requests and route requests to clinical staff.
• Communicate effectively with providers, nurses, medical assistants, and administrative personnel.
• Handle high call volumes while maintaining professionalism and accuracy.
• Identify and escalate patient concerns or complaints to appropriate supervisors.
• Maintain accurate records and logs related to phone communications and scheduling activities.

Non-Essential Duties and Responsibilities

• Perform basic clerical tasks such as scanning, faxing, and copying documents.
• Participate in staff meetings and training sessions.
• Support special projects or other administrative duties as assigned.

Requirements

Required Knowledge

• Knowledge of medical office procedures and terminology.
• Knowledge of customer service principles and telephone etiquette.
• Knowledge of HIPAA privacy and confidentiality requirements.
• Basic understanding of insurance verification and appointment scheduling processes.
• Familiarity with electronic medical record (EMR) systems and multi-line phone systems.
• Basic computer knowledge including Microsoft Office applications and data entry practices.

Required Skills

• Strong verbal communication and active listening skills.
• Excellent customer service and interpersonal skills.
• Accurate data entry and documentation skills.
• Effective time management and organizational skills.
• Ability to multitask in a fast-paced environment.
• Problem-solving and conflict-resolution skills.
• Ability to maintain professionalism during difficult or stressful interactions.
• Strong attention to detail and accuracy.

Required Abilities

• Ability to communicate clearly and professionally with patients, staff, and providers.
• Ability to manage multiple phone lines and competing priorities simultaneously.
• Ability to maintain confidentiality and exercise discretion.
• Ability to remain calm and effective in high-pressure situations.
• Ability to follow written and verbal instructions.
• Ability to work independently and as part of a team.
• Ability to adapt to changing schedules, workflows, and clinic needs.

Mental Requirements

• Ability to concentrate for extended periods while handling frequent interruptions.
• Ability to make decisions using established clinic procedures and guidelines.
• Ability to interpret and process information accurately and efficiently.
• Ability to manage stressful situations involving upset or anxious patients.
• Ability to maintain professionalism in a fast-paced healthcare setting.

Physical Requirements

• Prolonged periods of sitting and working at a computer workstation.
• Frequent use of hands and fingers for typing and operating office equipment.
• Ability to speak clearly and hear adequately for telephone communication.
• Occasional standing, walking, bending, or reaching within the office environment.
• Ability to lift and carry up to 15 pounds occasionally.
• Visual ability to read computer screens, written documents, and electronic records.

Minimum Qualifications

• High school diploma or equivalent required.
• Prior experience in a medical office, call center, or customer service role preferred.
• Experience with EMR systems and multi-line phone systems preferred.

Work Environment

This position operates in a professional outpatient medical clinic environment with frequent interaction with patients, healthcare providers, and administrative staff. The work environment may involve exposure to stressful situations and high call volumes.