Lead Telephone Operator

PAY TRANSPARENCY STATEMENT:

In accordance with The Massachusetts Pay Transparency Act, BNHC provides reasonable pay range for each posted position. Actual compensation will be based on multiple factors such as relevant experience, education and training to determine offered rates. This range represents the organization's good faith estimate of the possible compensation at the time of posting.

POSITION SUMMARY

The Lead Telephone Operator is responsible for over-sight of the business office area and all the functions performed during scheduling processes, not including the hiring, and firing off staff. The Lead will support processes and systems related to the business area functions. Will maintain a professional work environment at all times, as well as, promoting excellent customer service and patient satisfaction.

STEP-LADDER REQUIREMENT FOR LEAD TELEPHONE OPERATOR ADVANCEMENT:

• Excel in all principal practice management functions with minimal supervisory interaction.

• Ability to recognize and act on departmental needs.

• Ability to monitor, train or re-train other staff in principal practice management functions to ensure minimum job requirements are maintained.

• Ability to communicate department needs to other departments.

• Ability to adapt to changes within the health center

• Ability to work closely with Supervisor

• Ability to work with other managers and departments.

• Positive attitude towards co-workers and other health center departments.

• Good attendance (punctuality and minimal amount of sick days)

• Have been employed at the health center for at least one year

• Must maintain full-time employee status

PRINCIPAL DUTIES AND RESPONSIBILITIES:

In addition to Lead Telephone Operator functions, will continue to perform all other principle duties of the telephone operator. These include, but are not limited to, answering incoming calls and directing appropriately, scheduling appointments using the appointment template, verifying patients’ insurance information and also booking insurance specialist appointment when applicable. The Lead Telephone Operator must meet the following criteria and will be responsible for these additional duties listed:

• Available to work evenings and Saturdays to support departmental needs.

• Excels in all criteria of the Telephone Operator and Senior Telephone Operator.

• Provides new staff with training and support.

• Provides staff with updates and printed information

• Provides and post monthly flow of calls schedule

• Post all department meetings dates and notices.

• Oversees the Call Center Department in the absence of the supervisor and manager.

• Obtains messages from answering service (Call4Health); contacting patients or notifying appropriate staff of message.

• Responds to TTD calls

• Update Saturday providers list

• Monitor Department In Basket

• Manage New Patient wait list

• Addressing escalated issues, and ensuring adherence to quality standards.

• Assist with open and block provider schedule

• Work closely with other departments to address customer concerns.

• Provide constructive feedback to team members to improve performance.

• Foster a positive and collaborative team environment.

• Implement and enforce call center policies and procedures.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• May perform other duties as assigned by supervisor or department head.

• Attend meetings and seminars to keep abreast of changing needs within the industry and department.

PROFESSIONAL BEHAVIOR:

• Maintains a professional environment in a multi-provider, multidiscipline organization.

• Maintains a patient centered environment to ensure patients’ continuity of care; advocate for patients.

• Positive attitude towards co-workers and other health center departments.

• Performs tasks within the scope of secretarial standards.

• Demonstrates characteristics of accountability and responsibility.

• Is reliable and dependable as demonstrated by excellent attendance, punctuality, and thorough follow through of work tasks.

• Maintains patient confidentiality at all times.

• Maintains discretion of conversation in work areas.

• Is pleasant, courteous, and considerate of patients and co-workers. Interacts properly and professionally with patients and other co-workers.

• Demonstrates ability to prioritize demands, work with distractions, adapt to change, exercise efficient time management, and work independently.

• Demonstrates good communication skills.

• Maintains appropriate chain of command.

• Attends meetings

QUALITY ASSURANCE/IMPROVEMENT:

• Participates in the betterment of the health center through studies and reviews as necessary.

• Goal setting – continually assess personal, team and organization goals.

TEAMWORK ORIENTATION:

• Maintains and encourages teamwork.

• Maintains consistent effort to further goals by modifying and/or improving individual procedures and tasks.

• Conflict Management

• Demonstrates and implements effective problem solving.

• Identify and report task and/or operational problems.

• Manages conflict with staff appropriately.

• Maintains good communication skills.

• Participates in orientation of new staff and/or students.

QUALIFICATIONS:

• Graduate of a medical secretary program preferred.

• High School graduate or equivalent.

• Willingness and ability to learn all aspects of job requirements.

• High level of interpersonal

MINIMAL KNOWLEDGE:

Demonstrates knowledge of:

• Moderate computer skills.

• Proper telephone etiquette.

• Good customer service skills.

• Basic knowledge of managed care.

• Knowledge of insurance plans.

WORKING CONDITIONS:

Works in a busy community health center in downtown business district. Interruptions are present and can be disruptive to work flow. Stress is present due to a high volume of work, diversified nature of activities and frequent crises and deadlines.

PHYSICAL REQUIREMENTS:

Physical demands require lifting of small pieces of office equipment and/or boxes not to exceed 20 lbs. Standing, walking and sitting involved with position. Visual acuity sufficient for reading. Hearing acuity for holding conversations with or without the use of audio devices.