Job Description: Phone Operator

Reports To: Front Office Supervisor

Status: Full-Time, Non-Exempt

Position Summary: A team player with the required experience to serve as the first point of contact in a fast-paced medical operators unit. Bilingual in Spanish/English, greet patients, schedule appointments, answer calls, and provide backup assistance to the Front Office Receptionists in processing and distributing mail, and checking patients in/out. Provide other backup assistance within department areas when assigned. The IHC is a Patient-Centered Health Home and all employees are an integral part of this model of care delivery.

Duties &Responsibilities:

• Together with the Front Office Supervisor, trains new Operators based on internal workflows, and Policies & Procedures
• Closely communicates with and informs the Front Office Supervisor of any patient-related situation or staff concern
• Handles difficult phone cases and forwards them to the Front Office Supervisor when appropriate
• Serves as a liaison between patients and medical staff
• Directs calls to the appropriate IHC extensions by following the Medical Department phone tree.
• Routes phone messages and use the Electronic Health Records system to send messages to the appropriate triage personnel or resource as needed
• Immediately routes urgent triage calls to the triage team
• Provides patients and the public with resources and general information about the IHC
• Schedules appointments following the IHC scheduling guidelines
• Schedules and confirms medical appointments returns messages to patients or external providers including pharmacies and checks voice mail throughout the day
• Cancels/reschedules appointments according to medical providers’ schedule changes
• Checks the IHC appointments assigned in eCW
• Assists the Front Office staff with the daily pre-registration of patients scheduled for an appointment
• Conducts phone intakes for managed care patients who have been assigned to IHC
• Routes new patients to the Eligibility Coordinator for program eligibility
• Complies with internal HIPAA and Privacy Rules
• Uses efficient and clear communication at all times
• Greets all patients arriving to our clinic in a friendly and professional manner including staff, vendors, providers, and community members
• Maintains and organizes filing systems and is knowledgeable in the operation of office equipment and software programs
• Asks for assistance if needed when directing incoming patients and visitors to the appropriate department or provider
• Attends and participates in all departmental meetings
• Keeps a clean, clutter-free work area at all times
• Participate as a proactive representative of the Patient-Centered Health Home
• Perform duties utilizing the Team-Based Approach
• Perform other duties as assigned

Required Qualifications, Knowledge & Abilities:

• Requires a high school diploma or GED
• A Medical Administration Assistant certificate or similar medical certificate is preferred
• Prefer prior experience working in a similar medical position or customer service-related position with at least one-year working experience
• Fluent in English and Spanish (ability to read, write, and speak) required
• Previous knowledge of office practices and procedures in the medical field preferred
• Ability to follow written and oral instructions
• Flexibility, initiative, reliability, and creativity
• Excellent customer service skills required
• Excellent phone skills required
• Familiarity with medical computer software and data entry
• Experience using Microsoft Office software packages (Word, Excel, and PowerPoint)
• Knowledge of & ability to work with the American Indian community & other minority populations
• Ability to maintain strict confidentiality
• Ability to lift a minimum of 35 pounds, and sit or stand for extended periods of time
• Ability to type a minimum of 40 WPM preferred will need to bring verification or take a typing test on site
• Ability to function independently and as a team member within diverse environments as well as with a diverse staff composition
• Demonstrated ability to perform multiple administrative functions simultaneously in an accurate, organized, & efficient manner. Ability to multitask & thrive in a fast-paced, constantly changing environment
• Ability to carry out all responsibilities in an honest, ethical & professional manner and demonstrate good judgment
• Willingness to train in other areas of the Medical department

Physical Requirements :

• Ability to sit, stand and walk for extended periods of time
• Ability to lift up to 35 pounds
• Ability to stoop, squat, or bend frequently
• Corrected vision and hearing within the normal range to observe and communicate with patients and professional staff

Working Conditions:

Exposure to all patient elements, including communicable diseases and blood-borne pathogens. Will be working in a fast-paced medical environment which can be stressful and constantly changing conditions. Operators have staggered schedules to ensure appropriate coverage. Normal working hours are Monday to Friday between 7:30 am and 5:30 pm with one hour for lunch. However, working hours may vary depending upon need. Will need to be flexible in performing tasks with limited discretion in making judicial 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). Other than above, the Indian Health Center of Santa Clara Valley, Inc. is an equal opportunity employer minority, women, the disabled, and veterans.

“Indian Health Center is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Minorities, women, protected veterans, and qualified individuals with disabilities are encouraged to apply. 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).”

“If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Roland Acupido by phone at 408-445-3400.”