Telephone Operator / Appointment Scheduler at Piedmont Ear Nose & Throat Associates, – Winston Salem, North Carolina

Telephone Operator / Appointment Scheduler

Job Summary

Creates a positive first impression for patients through the professional handling of inbound phone calls and efficient scheduling of office appointments.

Telephone Operator / Appointment Scheduler

Essential Job Functions:

• Creates a positive first impression as the initial point of contact with the practice by answering incoming telephone calls promptly and in a warm, friendly manner.
• Facilitates good communication flow by quickly and accurately determining the caller’s need; routing calls to the appropriate person according to practice protocols; taking complete and accurate messages.
• Maximizes provider productivity by determining the nature of the patient’s need in order to schedule the appointment well; populating providers’ schedule templates according to practice guidelines, obtaining approval for exceptions, communicating with patients regarding any appointment changes, and rescheduling missed appointments.
• Supports the assimilation of new patients by obtaining demographic information on first telephone contact, confirming the patient's insurance coverage; initiating new patient record in the practice management system; informing new patients of applicable practice payment policies, informing patients of documentation required at the time of and how early to arrive for the first appointment, confirming new patient knows how to get to the office and where to park.
• Responds to patient inquiries for clinical information by locating the medical record, attaching messages, conveying information to the appropriate provider or clinical staff member, and ensuring that return calls have been placed.

Telephone Operator / Appointment Scheduler

Job Requirements

• Ability to operate a multi-line phone system.
• Excellent written and verbal communication skills
• Good computer skills
• Ability to multi-task
• Ability to work well on a team
• Prior switchboard/call center customer service experience; preferably in a medical setting.

• High school diploma or equivalent required
• Completion of a medical office assisting curriculum preferred

• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of phone use
• Must be able to lift up to 25 pounds at times with or without assistance