Telephone Operator

Kewa Pueblo Health Corporation kphc•Santo Domingo Pueblo / Kewa, NM

5h•$16 - $23•Onsite

About The Position

As a Telephone Operator representative, they are the first point of contact for the facility. Through their professionalism, expertise and dedication, they help ensure the patients receive the highest quality of care needed. The Telephone Operator will diligently receive incoming and internal calls and transfer them to the intended department or individuals. By directing the incoming calls in a timely manner, it allows for patients to receive a high quality, compassionate health care service to all in need.

Requirements

High School Diploma or GED equivalent.
Six months of call center experience/customer service skills preferred
Basic Healthcare knowledge
Customer service experience or related work involving regular customer contact.
Experience must include verbal and written communication skills; willingness to interact in a customer-focused and compassionate manner while ensuring patient’s needs are met.
Phone etiquettes
Proficiency in computer applications including Microsoft Office Suite (Excel, Word, and/or PowerPoint).
Ability to effectively communicate with patients, families, clinical staff, and administration.
Ability to maintain patient confidentialities at all times and adhere to any and all HIPAA, PHI, and ePHI requirements and regulations.
Knowledge of Health Care Delivery Systems and HIPAA Security requirements.
Ability to communicate effectively in both oral and verbally
Ability to interact professionally and work productively with internal and external contacts, public, management and staff.
Excellent teamwork and collaboration skills.
Strong organizational skills and attention to detail.
Maintain a current insurable driver’s license.

Nice To Haves

Bilingual skills in English and the Keres native language.
Prior experience working with Indian Health Services (IHS), a Tribe or Tribal Organization.

Responsibilities

Answer all telephone calls and reroute them to the right people using multi-lines and extensions after screening them properly.
Assists callers in identifying the reason for their call, their needs and who the right person or department they need to speak with regarding their issues/concern.
Updates and maintains copies of staff directory and other resources to ensure accurate dispensing of information.
Answers routine patient’s questions regarding facility schedule, address, days of operation or special events as needed.
Provide exceptional customer service to all clients in a timely manner
Maintain confidentiality of account information at all times
Escalate any problems that may arise the Manager.
Meet specified goals and objectives as assigned by Manager on a regular basis
Reports telephone console/computer problems to supervisor.
Works closely with KPHC Public Safety Department as needed by contacting them during emergency or non-emergency situations.
Answers questions and provides some training for new operators, on-call substitutes.
Keeps computer skills current by attending training on new equipment and learning new or modified procedures.
Perform clerical duties such as typing, word documents and creating worksheets.
Coordinate efforts with housekeeping staff to ensure proper and constant cleanup of the front desk and surrounding areas
Create and maintain logs of incoming and outgoing calls on a daily basis
Ability to operate paging systems and intercoms to communicate with medical staff during a medical emergency.
Provide information about the company when someone calls in to ask, or walks in, and give out promotional material.
Monitor answering services is turned on at the end of the day and turn off every morning.
Check company voice mail periodically during the day and transfer any patient voice mails to the appropriate department or return the patients call if needed.
Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
Other duties as assigned.