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Posted Mar 14

Switchboard Operator-Work From Home

Dupage Medical Group
United States of America Full Time

High School/GED

M-F 1:30pm-10:00pm (Possible Weekends)

SUMMARY:
The Switchboard Operator is responsible for answering phones, directing calls, contacting providers, and handling basic patient scheduling questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
General Call Center Responsibilities

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Handling inbound Contact Center interactions (phone, email, MyChart, TOC, faxes, etc.)

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Follow HIPAA policy and procedures

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Understand and support the department policies and procedures

Paging

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Paging of clinical staff

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Follow paging protocols

Scheduling

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Answer basic scheduling related questions i.e. directions to site, site hours, provider info, requests for MyChart login

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Verifying and cancelling appointments

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Escalation of clinical patient inquires when necessary to appropriate physician site/department

Patient Information

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Collect payment/patient balances

KNOWLEDGE SKILLS AND ABILITIES:
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Excellent verbal and written communication

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Active listener - analyze patient needs and give high priority to their satisfaction

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Effective in identifying , analyzing and solving problems

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Proven ability to multitask and prioritize daily work in a fast paced contact center environment

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Proficient with using multiple computer programs and applications simultaneously

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Team oriented

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Ability to handle difficult customer interactions

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Must possess computer skills and be familiar with copier, fax machine, telephone, in addition to other pieces of office equipment.

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Must type a minimum of 40 WPM

EDUCATION and / or CERTIFICATION/LICENSURE:
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High school diploma or GED required

EXPERIENCE:
1 - 2 years Call Center and/or Customer Service environment required

1 - 2 years experience in a centralized scheduling department and / or call center required

1 - 2 years experience with Epic or EMR preferred

Knowledge of HIPAA and all areas of scheduling, including medical terminologies, provider templating, and accepted insurance coverage preferred

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