call center attendant - Toledo, United States - Toledo Clinic

Description

Job Description

General Summary:
The employee is a clerical support staff person in the Practice's Call Center. Answers incoming phone calls and directs the calls as appropriate or documents messages and send tasks to appropriate party. Makes outgoing phone calls as directed to get other providers, offices, etc., on the line when needed.

Principal Duties & Responsibilities:
1. Provides call coverage to all satellite offices as needed
2. Serves as main office operator
3. Processes incoming and outgoing faxes
4. Monitors and maintains main office fax machines
5. Reports problems to The Call Center Team Lead
6. Other duties as assigned

Behavior
Communication

• Exhibits excellent written and verbal skills.

• Utilizes assertive communication skills in addressing concerns or problems.

• Participates as a member of organization/institutional committees as requested.

Initiative

• Able to conceive innovative strategies and ideas for the center, exhibiting "out of the box" thinking.

• Performs job duties effectively with minimal direction.

• Initiates new ideas and projects that enhance patient care or other aspects of services and care.

Team Orientation

• Serves as a team member among co-workers and peers.

• Participates in TCCC activities that enhance patient care and work surroundings.

Patient Privacy

• Participates in assuring that all personally identifiable healthcare information of the patient will be maintained confidential.

• Assures that any oral or written disclosure of personally identifiable healthcare information should be minimum necessary to serve the purpose of performing quality care to the patient.

• Understands any disclosure outside payment, treatment, or healthcare operations requires written patient authorization in each instance.

Respect

• Understands and demonstrates sensitivity to the cultural diversity of patients, staff, and visitors.

Knowledge, Skills & Abilities:
Required:
- Skill in operating telephone communication systems
- Ability to read, understands, and follows oral and written instruction.
- Ability to handle stressful situations and react calmly
- Ability to establish and maintain effective working relationships with staff
- Ability to communicate clearly and effectively orally and in writing.
- Ability to excel in an environment of constant change, problems and unexpected interruptions, where extreme pressure to deliver results is expected.
- Skills in establishing and maintaining effective working relationships with physicians and non-physician support staff.
- Knowledge of computer systems and applications.
- Working knowledge of Clinical IT applications.
- Consistently arrives at work, on time and completes all tasks within established time frame.
- Seeks appropriate tasks when primary tasks are completed and assists co-workers as needed.
- Flexibility and ability to adjust to a constantly changing work environment
- Adheres to clinic's policies and procedures.

Education:
- High School Diploma required; post high school education preferred.
- Scheduling experience and multiline phone system experience required.