Switchboard Operator

Apply Job Type Full-time 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)