Telephone Operator

Department: HIMs

Reports to: Director of HIMs

FLSA Status: Non-Exempt

Type of Position: Full-Time

Revised Date: 09/2022

MISSION & VISION STATEMENT:

The Kewa Pueblo Health Corporation (KPHC) is established for the purposes of carrying out the vision and mission of the Santo Domingo Health Center (SDHC). The MISSION of KPHC is: “ENSURING HEALTH & WELLNESS THROUGH EXCELLENCE IN HEALTHCARE WITH RESPECT FOR CULTURE” and the VISION OF KPHC is: “HEALTHY PEOPLE, HEALTHY COMMUNITY, and HEALTHY LIFESTYLE”.

POSITION PURPOSE:

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.

PERFOMANCE EXPECTATIONS:

In performance of their respective tasks and duties all employees of the Kewa Pueblo Health Center are expected to conform to the following:

• Uphold all principles of confidentiality and patient care to the fullest extent.
• Adhere to all professional and ethical behavior standards of the healthcare industry.
• Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
• Possess cultural awareness and sensitivity.
• Maintain a current insurable driver’s license.
• Comply with all Kewa Pueblo Health Corporation and Santo Domingo Health Center policies and procedures, as well

ESSENTIAL DUTIES, FUNCTIONS & 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.

MINIMUM MANDATORY QUALIFICATIONS:

Education:

Experience:

• 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

Mandatory Knowledge, Skills, Abilities and Other Qualifications:

• 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.

PREFERRED QUALIFICATIONS:

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

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Normal office conditions exist, and the noise level in the work environment can vary from low to moderate. This position may be exposed to certain health risks that are inherent when working within a health center facility.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors and staff.

MENTAL DEMANDS:

There are a number of deadlines associated with this position. The employee must also multi-task and interact with a wider variety of people on various and, at times, complicated issues.

OTHER:

All employees must uphold all principles of confidentiality and patient care to the fullest extent. This position has access to sensitive information and a breach of these principles will be grounds for immediate termination.

Disclaimer: The information on this position description has been designed to indicate the general nature and level of work performance by employees in this position. It is not designed to contain, or be interpreted as, a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. Employees will be asked to perform other duties as needed.