Telecommunications Specialist / Switchboard

Description

Neuroscience Group is currently looking for a full time Telecommunications Specialist / Switchboard. As an integral member of the Patient Access Team, the Switchboard Operator provides valuable customer service to our patients through high quality, efficient and accurate inbound and outbound call processing. Uses critical thinking skills to problem-solve and/or determine nature of call and routes appropriately. Supports department and others with basic clerical skills including filing, collating, and copying, etc., as necessary, or as determined by the Team Lead.

For thirty years, Neuroscience Group has provided excellent neurologic care for the Fox Valley and Northeast Wisconsin. Ours is the only medical facility in the area that combines neurosurgery, neurology, orthopedic spine surgery, interventional and non-interventional pain management, and physical therapy. Our practice has grown to over 50 providers and serves patients in nine outlying clinics scattered throughout the region. Our mission is to improve lives by providing the very best in brain, spine and pain care and we do that by living our company core values: compassionate care, teamwork, fiscal responsibility, continuous learning, leadership and community involvement.

Requirements

RESPONSIBILITIES: 

• Responsible for opening and closing the clinic switchboard daily according to protocol, including daily opening/closing interface with practice answering service.
• Answers and accurately routes all incoming phone calls while maintaining exceptional customer service standards.
• Possesses high level of intelligence, integrity, sense of responsibility, and ability to comprehend and analyze details.
• Exhibits emotional maturity, stability, and calm in stressful situations.
• Utilizes creativity and critical thinking in a team supported environment.
• Stays current with process, procedure and clinic changes and updates relative to operator role.
• Participates in team building, process improvement, and skills enhancement training and events, as determined by the Team Lead.
• All other duties as assigned by the Team Lead.

QUALIFICATIONS:

• High school education or equivalent required.
• Commitment to excellence in patient experience.
• One year experience with high volume switchboard preferred. 
• Two to three years’ experience in customer service-related field preferred.
• Prior experience with health care or clinic setting preferred.
• Uses relevant technology and equipment effectively and to their full capability.

TYPICAL PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Requires prolonged sitting, some bending, stooping, and stretching. 
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment.  
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  
• Requires occasional lifting of papers and/or boxes to an approximate 20 to 40-pound weight. Work is performed in an office environment. It involves frequent contact with staff and physicians. Work may be stressful at times.  

BENEFITS:

At Neuroscience Group we offer a very competitive salary. In addition to great pay, we also offer the following benefits:

• Health Insurance
• Health Savings Accounts with a generous employer contribution
• Dental Insurance
• Vision Insurance
• Company paid Long Term Disability and Life Insurance
• Voluntary Life and Short-Term Disability Insurance
• Voluntary Critical Illness and Accident Insurance
• Generous PTO and Sick Banks
• 401(k) with guaranteed employer contribution, Profit Sharing, and a Cash Balance Pension Plan
• Employee Assistance Program
• Timber Rattler tickets
• Holiday party, summer picnic, and annual recognition for years of service
• Annual Employee Appreciation Day