Phone Operator

Partnering With Physicians To Provide Best In Class Patient Care

Founded in 2002, Integrated Oncology Network is committed to helping our physicians deliver the right care, at the right time and in the right setting. We strongly believe that preserving the independent practice of medicine where patients are cared for closer to home and surrounded by our dedicated clinicians yields better outcomes. By creating a care continuum between our clinicians, patients and their support networks we deliver an unparalleled approach to the patient’s care journey.

Purpose: 
The PBX Operator is responsible for answering all incoming calls to the Practice in an efficient, timely and courteous manner.  The position acts as a resource to patients and customers in accessing services provided by the Practice.
Responsibilities/Essential Functions (other duties as assigned):

• Answers all internal / external calls to the Practice, in an efficient, timely and courteous manner.  Transfers calls to appropriate areas / individuals as needed.  Announces and pages overhead in an appropriate manner, as requested.
• Effectively monitors and responds to alarms, paging appropriate personnel as needed.  Responds to all facility emergencies as appropriate to position.
• Develops and maintains an up-to-date facility phone list and places it on the shared network drive for accessibility by all staff.  Updates and distributes copies as needed.
• Accurately sorts, opens and distributes facility mail on a daily basis, following all policies and procedures related to handling of confidential mail.
• Ensures that document changes made by physicians are correct and that reports are formatted properly.
• Monitors fax / email in Microsoft Outlook and distributes faxes in a timely and accurate manner.
• Accesses electronic medical record to obtain patient / physician schedules and prepares an accurate daily staff count for management / leadership.
• Accurately prepares transcribed documents to be sent via US mail.           
• Effectively assists with preparation of flyers, labels and mailings for CCA programs and special events. (i.e., tumor boards, employee recognition events, etc.)
• Maintains an in-depth knowledge of Practice activities in order to serve as a resource for patients and others.  This includes, but is not limited to, wellness and educational programs being held in the facility and offsite.
• Effectively handles other clerical projects and duties as assigned.

Experience, Qualifications/Education:

• High School Diploma or equivalent required
• Zero to two years’ experience in answering a multi-line telephone system
• Strong customer service background, preferably in health care environment
• Current CPR certification required
• Knowledge of computer/telephony support, preferably in a health care environment
• Strong customer service background, preferably in health care environment
• Excellent verbal communication skills
• Competence with computer processing functions and other standard office equipment
• Ability to manage and prioritize multiple tasks
• Ability to calmly and professionally resolve customer issues with diplomacy and tact
• Ability to work independently with minimal supervision
• Strong organizational skills

Working Conditions:

• This position functions primarily indoors in a medical / business environment. Employee may be subject to blood borne pathogens, radiation, bio waste and other medically-related factors, with exposure to moderate noise levels.
• Visual acuity to read and compute screen and paper documents; close and distance vision, peripheral vision depth perception, ability to adjust focus; hearing acuity to converse with staff and customers; ability to walk, stoop, bend, kneel, and lift and move 25 pounds on a regular basis; ability to sit for hours at a time. Employee will be exposed to moderate noise levels, interruptions, and occasionally asked to work evening and weekends as needed.