Position Function Summary
Under the direction of the Lead PSR/Front Office Manager, the Switchboard Operator ensures the provision of quality service to La Familia Medical Center’s (LFMC) patients by providing first, telephone contact with patients and outside groups or individuals with a professional, positive, and helpful attitude. Operates telephone switchboard to route, receive and place calls to all LFMC locations, and disseminates information to callers as necessary.
Essential Responsibilities
- Provides customer service by answering phones, directing calls to staff and/or taking phone messages, communicating in both English and Spanish, informing patients about schedules and policies, such as the cancellation policy, sliding fee scale, and payment arrangements;
- Assists in scheduling by making appointments, entering new patient information and correcting/updating information for established patients (e.g., name, address, phone number, etc.), scheduling new and established patients; and confirming appointments;
- Operates switchboard equipment to answer incoming calls, determines intent of caller and makes appropriate connection;
- Receives and routes a variety of calls for general LFMC information including complaints, emergencies, bomb threats and security calls;
- Assists in coordinating patient information, billing and collections efforts by printing schedules, and running reports as requested;
- Assists in reporting telephone equipment or service complaints and problems;
- Maintains logs of calls placed and any additional information required for various reports or special projects;
- Trains new telephone operators in performance of job duties;
Education, Experience and Skills/Training
High School graduate or equivalent required, and a minimum of one year experience in the area of customer service.
- Fluent in both English and Spanish.
LFH offers a comparable benefits package
Bargaining Unit Position
Union:
Non-Union: X
