Operator

The Operator serves as the first point of contact for incoming calls to the medical office. This role is responsible for managing a multi-line phone system, directing calls to appropriate personnel, taking accurate messages, and providing general information to patients and callers. The Operator plays a key role in delivering excellent customer service and supporting smooth clinic operations.

Key Responsibilities

• Answer incoming telephone calls promptly and professionally using a multi-line phone system.
• Screen, direct, or transfer calls to appropriate departments, providers, or staff.
• Take and relay accurate messages as needed, ensuring timely follow-up.
• Provide basic information to patients regarding office hours, location, appointment policies, and services.
• Schedule, confirm, or cancel appointments in the electronic health record system as needed.
• Notify clinic or administrative staff of urgent or emergency calls.
• Monitor voicemail and ensure all messages are responded to or routed correctly.
• Maintain confidentiality in accordance with HIPAA and organizational policies.
• Assist with other front office duties as needed.

Education

Minimum: High school diploma or equivalent

Experience

Minimum: One year of experience in customer service or medical office setting

Preferred: Experience in multi-line phone systems and medical office software. Bilingual skills preferred.

Skills, Knowledge, and Abilities

• Strong verbal communication and interpersonal skills
• Excellent customer service and telephone etiquette
• Ability to handle a high volume of calls in a face-paced environment
• Familiarity with medical terminology and appointment scheduling preferred
• Detail-oriented with strong listening and message-taking skills
• Ability to remain calm, courteous, and efficient under pressure

Physical Demands

Frequent sitting and use of hands for typing and phone handling.

Use of headset and computer systems for extended periods.

Occasional lifting of office materials.