Phone Operator at Hampton Roads Otolaryngology Assoc – Hampton, Virginia

Job Title: Phone Operator

Department: Front Desk

Reports To: Office Manager

Hours of Availability: 7am-7pm Monday through Friday

Essential Duties and Responsibilities:

This position is one of most importance! You are the first one to engage with patients or visitors when contact is made over the phone. It is your responsibility to ensure that phone calls are answered in a timely manner.

Daily Tasks:

- Answer all incoming phone calls from the established patient, new patient, and provider phone lines

• Retrieve incoming calls from the call queue
• Schedule follow up and new patient appointments
• Answer general inquiries from patients
• Direct patients to appropriate phone lines by transferring calls

- Check patient voicemails

• Check for voicemails throughout the day
• Make sure all voicemails have been returned by the end of the day

- Manage incoming new patient appointment requests

• Check for new patient referrals in the Phreesia appointment hub and EFax corporate website.
• Call patients and schedule new patient appointments
• Follow up with patients that did not answer on the first call attempt
• Notify referring providers of appointment status

- Monitor responses to reminder calls

• Call patients who have requested to reschedule their appointments through Doctor connect or Phreesia

- Label incoming faxes in input manager

- Monitor incoming patient portal messages

- Assist with bump lists when you have extra time

Must have healthcare experience and also live on the Peninsula