Switchboard

Job Summary

The Switchboard is responsible for managing incoming calls to the healthcare facility, providing accurate information, and facilitating effective communication between callers and the appropriate departments. This role requires excellent communication skills, a strong customer service orientation, and the ability to handle inquiries with empathy and efficiency.

Job Summary

• Answer and manage incoming calls to the healthcare facility in a prompt and professional manner.
• Provide information to callers regarding appointments, services, and general inquiries.
• Direct calls to the appropriate department or individual based on the nature of the inquiry.
• Schedule and confirm appointments, coordinating with healthcare providers and administrative staff.
• Relay messages accurately and in a timely fashion to the relevant healthcare professionals or staff members.
• Document and maintain call logs, ensuring accurate and up-to-date records of communications.
• Assist with patient registration and updating demographic information as needed.
• Handle inquiries regarding prescription refills, test results, and other routine matters following established protocols.
• Provide empathetic and courteous assistance to callers experiencing distress or urgency.
• Collaborate with other administrative staff to ensure smooth communication and workflow within the healthcare facility.

Education and Experience

• High school diploma or equivalent.
• Previous experience in a customer service or call center role is preferred.
• Familiarity with medical terminology and healthcare procedures is an asset.

Knowledge, Skills, & Proficiency

• Excellent verbal communication skills with a clear and professional phone manner
• Strong customer service orientation with the ability to handle inquiries with empathy and efficiency.
• Proficiency in using computer systems and electronic health records (EHR) for scheduling and information retrieval
• Ability to multitask and prioritize incoming calls based on urgency and importance.
• Attention to detail in documenting and relaying information accurately.
• Problem-solving skills to address and resolve inquiries effectively.
• Empathy and patience when dealing with callers in distress or with urgent healthcare needs.

Physical Requirement/Working Environment

• Ability to sit for extended periods while managing phone calls.
• Comfortable working in a quiet environment conducive to effective phone communication.
• Availability to work flexible hours, including evenings and weekends if required.

AHCA Requirements

This position may require successful completion and maintenance of an AHCA Level 2 background screening in accordance with Florida healthcare regulations. Candidates must be able to meet all eligibility and compliance requirements prior to employment.For additional information regarding AHCA background screening requirements, please visit:https://ahca.myflorida.com/