Telephone Operator

The US Oncology Network•Peoria, IL

1d•Onsite

About The Position

Illinois CancerCare is seeking a Phone Operator to support our new Canopy triage system. In this role, you will be the first point of contact for patients, caregivers, and referring providers calling the cancer center. You will work closely with our Nursing team to help ensure patient needs are handled quickly and directed to the right team. This position works in a high-volume call environment (100+ calls per day). You will answer calls, gather key information, document details, and route each request using Canopy Triage Pathways. In Canopy, every call becomes a tracked ticket, helping ensure nothing is missed. Calls are prioritized and sent to the appropriate team based on urgency and need. This role plays an important part in patient care by helping ensure every call is handled, tracked, and directed appropriately. You help connect patients to the care and support they need when they need it most. We are looking for someone with strong customer service skills who is professional, kind, and calm under pressure. The ideal candidate can stay focused in a fast-paced environment and provide a positive experience for every caller. In addition, strong computer skills are required. This includes the ability to navigate multiple systems and type accurately while speaking with callers.

Requirements

High school diploma or GED (required)
Strong communication, problem-solving, and multitasking skills
Ability to work independently and as part of a team in a fast-paced environment
Manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment.
Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.

Nice To Haves

Experience in a healthcare setting preferred

Responsibilities

Courteously and efficiently answer all incoming calls and connect callers with the correct extension.
Utilize Canopy Triage Software to ensure proper routing of tickets in an accurate and timely manner.
Respond to emergency and urgent calls from patients in a timely manner. Direct callers immediately to clinical staff as necessary.
Follow communication and documentation standards within Canopy and/or EMR.
Perform operator functions including triaging calls and connecting and transferring calls.
Provides pleasant and helpful phone contact for callers.
Responsible for opening and closing the switchboard.
Performs clerical duties as assigned to maintain workflow in the department.
Perform all other duties as requested or required.