Front Desk Receptionist / Phone Operator

Name of Person to Contact: Mark Russell

Name of Company/Business: Hematology and Oncology Associates of Alabama

Employer Phone: (205) 502-4700

Employer Email: mrussell@hoaallc.com

Company Address: 513 Brookwood Blvd. Suite 275, Birmingham, AL. 35209

Job Title: Front Desk Receptionist / Phone Operator

Reports to: Clinic Manager
Classification: Full-Time, Non-Exempt

Job Description: At the direction of the Clinic Manager, the Phone Operator is to act as a bridge for communications to our facility by courteously and efficiently answering all incoming calls. The Phone Operator provides first class service by greeting callers, establishing reason for call; and resolving issues by relaying messages to appropriate person. The Phone Operator contributes to the efficient and profitable operations of the clinic through excellent customer service.

Responsibilities:

General

• Act as the “face of the clinic” over the phone while being pleasant, outgoing and having a positive attitude.
• Answer incoming calls and transfer calls to the appropriate person.
• Take and relay messages in an accurate and timely manner.
• Respond to emergency and urgent calls from patients in a timely manner. Direct callers immediately to clinical staff as necessary.
• Ensure phones transfer to the answering service in the evening and to the clinic in the morning.
• Distribute mail, faxes and scan patient demographic information into EMR.
• Cross-train in areas of Patient Service Representative, including but not limited to check- in and scheduling.
• Assist with clerical duties and special projects as assigned to maintain efficient workflow within the clinic.
• Frequently check the lobby/waiting room, kitchen and break room for cleanliness and neatness.
• Work effectively as a team member by contributing to an environment of cooperation and mutual support among physicians and employees.

NECESSARY SKILLS, QUALIFICATIONS, AND PERSONAL QUALITIES

Education and Experience:
• High school diploma or GED.

Technical and Business Skills:
• Literate in Windows environment including Microsoft Word, Office, Outlook, and Excel.

• Literate in the Electronic Medical Records software used by the practice.
• Able to perform basic mathematics.

Machines/Equipment:
• Able to operate printer, scanner, copier, facsimile, credit card machine, computer, telephone, calculator.

Communication Skills:
• Ability to listen and ask appropriate questions in order to facilitate interactions with team members, patients, physicians, and others effectively.
• Demonstrates proper telephone etiquette.
• Ability to speak clearly and hear sounds concisely.
• General knowledge of medical terminology helpful.

Personal/Social Skills:
• Maintains composure and emotional control during stressful, busy, or rapidly changing circumstances.
• Accepts and acts on directions or criticism.
• Observes policies and work rules.
• Is pleasant and helpful with co-workers.

Integrity:
• Maintains strict confidentiality.

WORKING CONDITIONS

While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, office equipment, medical equipment, or controls; reach with hands and arms; and talk and hear; periodically carry cumbersome items such as records and supplies. The noise level in the work environment is usually moderate.

Salary / Hourly Wage: N/A

Other Requirements: Bilingual preferred