What are the responsibilities and job description for the Operator position at Care Resource?
JOB RESPONSIBILITIES
Patient/Client Services
- Answers all incoming calls into the Health Center’s main telephone lines promptly in a courteous and professional manner according to health center guidelines for providing exceptional customer service.
- Models company culture of service standards in customer service by providing gracious and efficient service with a sense of commitment, compassion and competently to all our patients/clients.
- Utilizes Mitel phone system directory to route callers to the appropriate department and/or individual through a “warm transfer” process as defined by health center procedures.
- Resolves routine, general questions and problems submitted by patients and customers via phone following established guidelines and standard scripts and procedures. Utilizes all available information to choose the best solution and resolve customer concerns.
- Uses computer systems to log and track inquiries, as well as to check the status of items that require follow-up or the involvement of other parties.
- Ensures full understanding of all health center services and have a continued awareness of the most current information available.
- Documents customer interactions, records details, complaints, comments and action taken. Provide constant communication to manager concerning all aspects of customer service issues.
- Answers caller questions and offers other information as requested or needed.
- Provides assistance with clerical duties or special projects as call volume permits.
- Complies with HIPAA rules and regulations when communicating with patients, clients, health center personnel, and external vendors.
- Utilizes overhead paging system when required in accordance with health center policy to announce emergencies, page authorized personnel and make standard announcements (as needed).
- Contacts emergency services as needed and according to health center protocols for crisis interventions.
- Schedules appointments at times when the Client Engagement Specialists are not available.
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