TELEPHONE OPERATOR
: Job Details :

DescriptionFLSA Employment Status: Nonexempt/Hourly JOB SUMMARY Provides telephone services for the public and internal customers. Will provide information by accessing alphabetical and geographical directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.Reporting Structure: Reports to the Supervisor of RegistrationMINIMUM QUALIFICATION REQUIREMENTSEducationHigh School Diploma or GED EquivalentWork ExperiencePrevious work in a hospital customer service role. CORE COMPETENCIES Mission, VisionCore ValuesStandards of ConductAIDET/Organizational Expectations SafetyQualityFlexibilityCustomer ServiceDiversity and InclusionFinanceAbuse and Neglect of Adult PatientAbuse and Neglect of Pediatric PatientAcute Coronary Syndrome/Chest Pain ProtocolsBiohazard WasteCC Hand HygieneJOB SPECIFIC CORE COMPETENCIES Department Specific Specialty Area Courteous, efficient telephone manner; prompt routing of calls.Prompt and responsible forwarding of messages.Pleasant reception of visitors.Accurate, careful typing (emphasis on accuracy, not speed).Legible handwriting.Ability to follow through on work assignments.ESSENTIAL FUNCTIONSAnswers telephone and routes calls promptlyInterrupts busy lines if an emergency warrants.Keeps records of calls placed and received, and of related toll charges.Listens to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.Monitors automated systems for placing collect calls and intervene for a callers needing assistance.Observes signal lights on switchboards, and dial or press buttons to make connections.Offers special assistance to persons such as those who are unable to dial or who are in emergency situations.Operates telephone switchboards and systems to advance and complete connections, including those for local, long distance, and pay telephone, mobile, person-to-person, and emergency calls.Provides relay service for hearing-impaired users.Sets up conference calls in different locations and time zones.Checks mailbox daily; receives, sorts, and promptly distributes mail.Operates copier and other administrative duties as assigned.Answers patient questions in person and by telephone regarding billing statements, hospital directions, and census.Balances daily deposit, cash drawer, credit card transactions, and posting report daily.Takes phone calls and answers any questions from departments or vendors in regards to invoice payments. OTHER DUTIES Performs other related tasks and special projects as required. PHYSICAL DEMANDSThis job operates in a professional office environment. This role routinely uses standard office equipment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.Must be able to see with corrective eye wearMust be able to hear clearly with assistanceMay be exposed to infectious and contagious diseasesMay be in contact with patients under a variety of circumstancesAble to handle emergency or crisis situationsMay be occasionally subject to irregular work hoursMay be required to wear protective equipment as necessaryAbility to pass all required health and other screening tests including random and reasonable suspicion drug screens.PHYSICAL ABILITIES AND REQUIREMENTSActivityOccasionally (1-33%)Frequently (34% to 66%)Continuously (67% to 100%)SittingXWalkingXStandingXBendingXSquattingXClimbingXKneelingXTwistingXLiftingXCarryingXPushingX