Telephone Operator

Title: Telephone Operator 

Base Salary Range: $45,760 -$47,840 plus benefits

FTE: Full-Time Non-Exempt

We are seeking a dynamic and experienced Telephone Operator who wants to make a difference in our community. We want to hear from you if you thrive in a fast-paced, caring and compassionate environment! 

Our Mission: The Mission of South Central Family Health Center is to improve the quality of life for the diverse Community of inner-city Los Angeles by providing affordable and comprehensive health care and education in a welcoming and multi-cultural environment. To lead the way in health care in South Los Angeles, as the premier provider and employer of choice offering comprehensive, high quality, affordable, efficient, and culturally responsive services.

General Summary:  The telephone operator is the first point of contact and is responsible for answering multi-line incoming calls, triaging calls, taking messages, and scheduling appointments. The telephone operator serves as a liaison between the caller and medical support staff. The ideal candidate will have to perform some of the following essential duties 

• Represents SCFHC in a positive, professional, and responsible manner to staff, providers, case managers, and team members 
• Operates multi-line telephone, ensuring that all calls are channeled to, and responded by the appropriate personnel.
• Under the direction of the Clinic Manager, will handle hospital discharge outreach calls. 
• Follow all written SCFHC protocols and procedures.
• Effectively communicate with patients, physicians, and other staff both within the Clinic and at outside facilities providing accurate, timely, and responsive information.
• Demonstrate courtesy and helpfulness toward patients and their families.
• Actively listens to patients and other callers to ensure the patient/caller will have a positive experience in our office.
• Serves as a liaison between patients and medical staff.
• Ability to establish and maintain effective working relationships with physicians, employees, and patients.
• Suggests and checks alternate spellings, locations, or listing formats to customers lacking details or complete information.
• Operates telephone system to advance and complete connections, including those for local, long-distance, pay telephone, mobile, person-to-person, and emergency calls.
• Performs clerical duties such as typing, proofreading, and sorting mail.
• Schedules appointments, makes reminders & recalls for patients needing follow-up medical care. 

Qualifications and Requirements 

• High School Diploma or equivalent required.
• Vocational training in Office Administration, preferred.
• Demonstrated knowledge of the NextGen Electronic Health Record (EHR) system

Experience:

• Must have a minimum 1 – 2 years’ experience as an operator, preferably in a medical clinic setting
• Must have 1 year of customer service experience. 
• Experience with multi-line system (10-12 lines) 
• Knowledge of the NextGen Electronic Health Record (EHR) system.

Skills and Abilities: 

• Bilingual/bi-literate English/Spanish preferred.
• Excellent oral and written communication skills
• Familiar with Medical Terminology
• Ability to accept accountability for daily actions by utilizing self-evaluation, patient evaluations, and supervisor evaluations to modify job performance. 
• Must be highly organized and detail-oriented with important and sensitive information.
• Able to work collaboratively with multiple health professionals in a busy and complex environment using tact, diplomacy, and discipline.

Top benefits or perks: As a team member at South Central Family Health Center, you’ll enjoy competitive wages and generous benefits:

• Benefits: Health care, dental, life insurance
• 403 (b) Retirement plan
• Education Reimbursement Career development: Entry-level employees have opportunities to work in management, HR or other areas of the company.