Switchboard Operator

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Description

Function

Under the supervision of the Patient Services Supervisor, the Switchboard Operator is responsible for managing the phone system operating station daily and provision of top-quality customer services.

Representative Duties

1. Open and operate the Switchboard Station Daily according to established clinic hours

• Open all phone lines and engage day service

2. Provide excellent customer service

• Answer each phone call in a cheerful, welcoming and professional manner.
• Accurately route calls.
• Give patients clear directions to the facility and relevant clinical floors.
• Provide clients with correct and accurate information regarding FCHC services and providers.
• Ask for input from team colleagues if unsure of correct response to inquiries.
• Refer unusual or difficult situations to supervisor.
• Actively build good working relationships with colleagues and providers. Be an active, productive and responsible member of the Patient Services team.
• At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position.
• Be discreet when obtaining sensitive information from clients.

3. Serve as TTY resource

• Respond to all requests for appointments via the TTY Machine
• Train other staff as backup for TTY calls

4. Meets Agency Participatory Expectation

• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings
• Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

5. Performs other related duties as requested

Requirements

• High School Diploma or equivalent required.
• Minimum of 2 years office experience preferred
• Successful customer service background and demonstrable computer experience strongly preferred
• *Calm, patient and understanding manner
• *Strong attention to detail, good organizational skills.
• *Experience with medical scheduling systems preferred
• *Experience working with an ethnically, culturally and racially diverse work staff preferred
• *Ability to work harmoniously with diverse groups of individuals

Physical Requirements:

• *Ability to meet the following physical requirements with or without reasonable accommodations:
• Sit at a computer station for extended periods of time
• Ability to keyboard for extended periods of time

Supervisory Responsibility

None

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East. We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.
LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Salary Description

$21.54-$23.69 ($42,000-$46,200)