Telecommunications Operator

As a Telecommunications Operator, you will serve as the first point of contact for incoming calls to the organization. You will be responsible for operating the switchboard system efficiently, routing calls to the appropriate departments or individuals, and providing basic information to callers as needed. Your role requires excellent communication skills, multitasking abilities, and a professional demeanor to ensure effective communication within the organization.

Duties and Responsibilities:

• Operate the switchboard system to manage incoming calls promptly and efficiently.
• Answer multiple incoming calls simultaneously while maintaining a courteous and professional manner, adhering to established scripts or guidelines.
• Determine the nature of each call and route it to the appropriate department or individual.
• Provide basic information to callers, such as office hours, directions, and general company information.
• Obtain basic information from callers, such as demographics and insurance information.
• Ability to assess caller’s frustrations, anger, or fear and respond appropriately.
• Remains calm and professional at all times.
• Able to determine urgency of the call and respond appropriately.
• Seeks immediate assistance for any call that requires more involved handling.
• Remains aware of RGA staff availability to receive calls.
• Maintains strict confidentiality.
• Assist with clerical tasks such as filing, data entry, and photocopying as needed.
• Places outgoing calls for physicians as necessary.
• Performs other duties as required.

Requirements

• High school graduate or equivalent.
• Ability to work independently with minimal supervision.
• Exceptional customer service skills with a focus on professionalism and empathy.
• Demonstrate reliability, a pleasant attitude and a willingness to perform the duties as required.
• Ability to maintain composure and professionalism under pressure.
• Strong attention to detail and accuracy in message relay and call routing.
• Proficiency in using Microsoft Office software and electronic health records (EHR) systems. 
• Strong multitasking abilities with the capacity to handle multiple incoming calls simultaneously.
• Able to maintain and comply with patient confidentiality and integrity policy on all matters.
• Spanish Bilingual preferred but not required.