Telephone Operator

Orthopedic Specialists of SW Florida

Job Description

Job Title: Telephone Operator

Department: Scheduling

Exempt Status: Nonexempt Position Status (FT/PT/PRN): Full Time

Reports To: Scheduling Supervisor Supervises: N/A

Job Summary:

To triage and answer incoming phone lines, screen calls, and route them to the appropriate staff member or department. This position performs a variety of administrative support functions related to patient communication, referrals, and medical records, and will have unrestricted access to protected health information (PHI) pertaining to patients.

Essential Functions:

• Triage and answer incoming calls, demonstrating proper telephone etiquette.
• Screen calls to ensure they are transferred to the appropriate staff member.
• Take messages for the Medical Assistant (MA) when unavailable and create a task for follow-up.
• Create tasks for medication refill requests.
• Fax orders, Plans of Care (POC), operative reports, and other documents as requested.
• Process consult requests from hospitals to physicians.
• Manage referrals: create patient charts, log referrals, assign to the appropriate scheduler, and log completion once processed.
• Process CD burn requests: send required forms to the patient, and upon receipt, forward to the X-ray department.
• Assist schedulers by verifying receipt of x-rays and mailing new patient paperwork.
• Maintain patient satisfaction spreadsheet.
• Update referral log.
• Assist schedulers with scanning of patient medical records.

Core Competencies:

• Responsible for promoting the Standards of Excellence for Orthopedic Specialists; demonstrate courteous and cooperative behavior toward patients, visitors, volunteers, peers and physicians.
• Maintains a neat and orderly work environment; demonstrates the ability to organize and prioritize work during heavy workload situations to expedite patient care.
• Maintain strictest confidentiality in accordance with HIPAA compliance.
• Perform quality work within deadlines with or without direct supervision.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the need to communicate and coordinate work efforts with other employees and organizations.

Minimum Requirements (education, experience, special skills and licenses or certifications required):

• High School diploma or GED required
• Strong communication skills
• Computer literate - Windows environment
• Strong customer service skills
• Bilingual (English / Spanish)

Essential Physical Functions:

• Work demands prolonged periods of sitting, walking, standing, bending, occasional walking up and down stairs, carrying cumbersome items such as: records, supplies (less than 15 pounds), working the equipment, and physical stress. (Work is 90-100% sitting and walking)

Equipment Used:

• Computer, scanner, printer, calculator, photocopier, facsimile, phones.

Additional Comments:

• Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required of persons so assigned.