Operator

OneOncology•Grand Rapids, MI

3d•Onsite

About The Position

The Operator manages switchboard operations for the Cancer Centers, serving as the first point of contact for patients and provider offices calling into CHC. This role is responsible for triaging incoming calls, routing them appropriately, and accurately documenting call details to support timely follow-up and resolution across departments. CHC Team Philosophy Must demonstrate the ability to work effectively within a team environment, with a positive attitude and can-do spirit. The primary focus must always be on doing what is best for our patients, physicians, and staff, and on demonstrating honesty and integrity in every aspect of the role.

Requirements

High School Diploma or equivalent (required)
Two years of work experience in a similar role or work environment
Medical office experience preferred
Medical assistant certification a plus
Working knowledge of medical terminology
Experience operating a multi-line phone system
Working knowledge of computers and applicable software systems
Excellent written and verbal communication skills
Ability to review detailed information and make prompt, sound judgments based on that information
Ability to work efficiently under tight deadlines, frequent interruptions, and high call volume
Strong multi-tasking ability and professional appearance/demeanor

Nice To Haves

Associate degree (preferred)

Responsibilities

Manages and responds to a high volume incoming call queue using a multi-line phone system to answer and direct incoming calls from patients and provider offices, taking accurate messages
Triage phone calls based on urgency and route accordingly
Transfer calls and create accurate tickets for the appropriate department based on the nature of the call
Accurately document and enter tickets for incoming calls, ensuring all relevant details are captured to support timely follow-up and resolution
Manage hospital consult requests
Communicate and interact with peers and other departments in a manner that positively supports patient services and staff morale
Interact effectively with patients and family members, demonstrating sensitivity to cultural diversity, age-specific needs, and confidentiality
Access and reference the medical record (EMR) and Electronic Billing System (EBS) as needed to perform job duties
Function as a team member by expanding responsibilities as directed by management to support optimal workflow within the cancer center
All other duties as assigned