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Company Name:
Sutter Health
Approximate Salary:

Location:
Modesto, California
Country:
United States
Industry:
Clerical/Administrative
Position type:
Experience level:
Education level:

CBX Operator-4712 Stoddard (PT/40) Modesto

Description:

Sutter Gould Medical Foundation (SGMF) is a non-profit, multi-specialty health care organization affiliated with Sutter Health. Based in Modesto, SGMF provides quality medical care, health education and research activities in a five-county area. SGMF's medical staff includes family practitioners, internists and pediatricians, as well as a range of specialist physicians. Services include imaging, nuclear medicine, a health library, health education programs, occupational medicine, diabetes education, nutrition counseling, infertility counseling, and weight management. 

 

POSITION SUMMARY\:  The CBX Operator answers all incoming calls to SGMF in a timely and efficient manner.  Asks qualifying questions to handle calls accurately the first time.  Records accurate messages, pages overhead, uses digital pagers, and connects callers to proper department/employee.  The CBX Operator may triage non-clinical calls for priority based on the information supplied by the caller. The CBX Operator is responsible for coordinating all CODE calls and processing them immediately according to the proper procedure. The CBX department is open 24 hours a day and 365 days per year.  CBX Operators are required to work days, evenings, overnights, weekends, and holidays as scheduled by the department Supervisor. Using excellent customer service skills, answer incoming lines in order to assist patients, physician's offices, Visiting Nurses, and other patient support agencies in a personal, efficient, and organized manner. Use Call Center standard operating procedures and protocols to register new patients, update patient demographics, schedule, reschedule, cancel, and verify appointments. Verify patient insurance.  Using SGMF messaging policies accurately enter patient telephone messages into the computer and electronically route messages to the appropriate pool in the Electronic Health Record (eHR). Regularly communicate with internal customers to meet  the patient's needs.  Maintain professionalism, courtesy, and confidentiality at all times.  This position requires the ability to repetitively answer a high volume of phone calls each day.  Work with other team members to achieve organizational goals in order to provide quality patient service.

Qualification:High school diploma or GED.  College or vocational training a plus. Typing certificate for 35 WPM is required for this position. Candidate must have at least one (1) year direct customer service contact experience, preferably in a medical facility.  Previous computer experience in a windows environment required such as would be gained working daily with computers for a minimum on one (1) year. Call Center or PBX experience preferred.  Six (6) months previous appointment scheduling experience desired. Knowledge of basic telecommunications equipment and procedures.  Knowledge of computer systems and their software applications is essential for this position. Knowledge of switchboard functions and proper telephone etiquette.  Knowledge of clerical procedures and office management. Ability to learn to access patients' acuity level and to determine appropriate action. A knowledge of what excellent customer service entails. A knowledge of the principles of good communication and teamwork.  A knowledge of medical terminology and an understanding of health insurance guidelines are helpful.  Functional knowledge of Microsoft Office Suite products is required. Outstanding customer service skills with sensitivity towards patient right and confidentiality. Excellent listening skills. Ability to read, write, and verbally communicate in English using good spelling and grammar skills. The ability to maintain excellent customer service and composure while taking repetitive calls throughout the day. The ability to deal with challenging telephone encounters, while providing excellent customer service. Ability to work in a dynamic, fast-paced environment utilizing good decision making skills. Perform multiple tasks with a high level of accuracy and insure quality communication. Ability to learn and successfully utilize the electronic health record.  The ability to complete multiple projects and manage shifting priorities with frequent interruptions is a required skill. The ability to pay attention to detail is required.  The ability to keep both patient and business information confidential is required.  A pleasant voice is a must for this position.  Must be willing to learn new things and maintain a positive attitude. Must use legible penmanship when taking notes and completing paperwork.  Ability to work well under emergency situations.  Must be able to work well independently and/or as part of a team.

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