Phone Operator at University Physicians' Association – Knoxville, Tennessee

Location: Cancer Institute

Job Type: Full-Time, Monday-Friday 8a-4:30p

Department: University Cancer Specialists

Job Summary:

We are seeking a compassionate and detail-oriented Phone Operator to manage high volumes of incoming calls in a medical setting. We're looking for a proactive, self-sufficient individual who takes initiative and thrives in a fast-paced environment without needing constant oversight. This role is essential in ensuring patients, families, and healthcare providers receive timely and accurate information. The ideal candidate will have excellent communication skills, a calm demeanor, and a strong understanding of medical office procedures.

Key Responsibilities:

• Answer and triage incoming calls from patients, providers, and other healthcare professionals.
• Schedule, confirm, and cancel patient appointments using electronic health record (EHR) systems.
• Provide general information about the facility, services, and policies.
• Route calls to appropriate departments or personnel, including urgent or emergency calls.
• Take accurate messages and ensure timely follow-up.
• Verify patient information and update records as needed.
• Maintain confidentiality in accordance with HIPAA and organizational policies.
• Assist with administrative tasks such as faxing, scanning, and data entry.

Qualifications:

• High school diploma or equivalent; additional training in medical terminology or healthcare administration is a plus.
• Previous experience in a healthcare or medical office setting preferred.
• Proficient in using multi-line phone systems and EHR software (e.g., Epic, Cerner, Athena).
• Strong communication, organizational, and multitasking skills.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of HIPAA regulations and patient privacy standards.

Working Conditions:

• Fast-paced medical office or hospital environment.
• May require long periods of sitting and headset use.