Telephone Operator
On-siteSanto Domingo Pueblo, New Mexico, United States
Job Summary
Answer all incoming and internal calls, screen them properly, and reroute them to the correct department or individual while assisting callers with their needs. Update staff directories and resources to ensure accurate information is provided, and maintain daily logs of all incoming and outgoing calls. Provide exceptional customer service by answering routine questions about facility schedules, addresses, and special events, and escalate any problems to the manager. Monitor answering services, check voice mail, and transfer patient messages as needed, while operating paging systems and intercoms for medical emergencies. Coordinate with housekeeping staff to maintain front desk cleanliness and perform clerical duties such as typing and creating worksheets.
Required Qualifications
- High School Diploma or GED equivalent
- Six months of call center experience/customer service skills
- Basic Healthcare knowledge
- Customer service experience or related work involving regular customer contact
- Experience must include verbal and written communication skills
- Willingness to interact in a customer-focused and compassionate manner while ensuring patient's needs are met
- Phone etiquettes
- Proficiency in computer applications including Microsoft Office Suite (Excel, Word, and/or PowerPoint)
- Ability to effectively communicate with patients, families, clinical staff, and administration
- Ability to maintain patient confidentialities at all times and adhere to any and all HIPAA, PHI, and ePHI requirements and regulations
- Knowledge of Health Care Delivery Systems and HIPAA Security requirements
- Ability to communicate effectively in both oral and verbally
- Ability to interact professionally and work productively with internal and external contacts, public, management and staff
- Excellent teamwork and collaboration skills
- Strong organizational skills and attention to detail
- Maintain a current insurable driver's license
- Possess cultural awareness and sensitivity
- Ability to operate paging systems and intercoms to communicate with medical staff during a medical emergency
- Specific vision abilities required by this job include reading, distance, computer, and color vision
- Talking and hearing are essential to communicate with patients, vendors and staff
- The employee must occasionally lift and/or move up to 50 pounds
Desired Qualifications
- Bilingual skills in English and the Keres native language
- Prior experience working with Indian Health Services (IHS), a Tribe or Tribal Organization
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