Switchboard Operator

Location: West Memphis
Employment Type: Full-Time

East Arkansas Family Health Center, Inc. (EAFHC) is seeking a professional, dependable, and customer-service-oriented Switchboard Operator, preferably with Medical Assistant experience, to join our healthcare team.

This position serves as an essential point of contact between patients, healthcare providers, and clinical staff. The Switchboard Operator is responsible for managing incoming telephone calls, scheduling and coordinating patient appointments, maintaining accurate patient information, and providing assistance with patient inquiries. This role requires strong communication skills, attention to detail, and the ability to manage multiple responsibilities in a fast-paced healthcare environment.

The ideal candidate will have previous Medical Assistant experience, providing valuable knowledge of medical terminology, clinical workflows, patient care coordination, and healthcare office procedures. Candidates should demonstrate excellent organizational skills, professionalism, and a commitment to delivering exceptional patient service.

Why You'll Love Working With Us

At East Arkansas Family Health Center, we believe health starts with caring—for our patients, our community, and our employees. You'll be part of a mission-driven organization dedicated to improving access to quality healthcare throughout Eastern Arkansas.

Our patient-centered approach emphasizes teamwork, compassionate service, and effective communication between patients and healthcare professionals. As a Switchboard Operator, you will play an important role in ensuring patients receive timely assistance, accurate information, and access to the healthcare services they need.

Benefits That Support Your Well-Being and Career

Health & Wellness

• Comprehensive Medical Coverage – Employee-only premium paid 100% by the organization
• Wellness Benefit Card that significantly reduces out-of-pocket medical and prescription costs
• Dental and Vision Insurance available
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, and Critical Illness coverage

Time Off

• Generous Paid Time Off
• 10 Paid Holidays, including your birthday
• Paid Sick Leave accruing at 8 hours per month

Financial & Professional Growth

• Retirement Plan with up to 4% employer match after one year
• Company-Paid Continuing Education and Professional Development

Work Environment

• Collaborative and supportive healthcare team
• Patient-centered medical office environment
• Mission-focused organization dedicated to serving the community
• Opportunity to make a meaningful impact on patient experiences and access to healthcare services

Essential Duties and Responsibilities

Telephone Operations and Patient Communication

• Answer incoming telephone calls promptly and professionally using EAFHC's established telephone greeting.
• Direct incoming calls to the appropriate healthcare providers, nursing staff, departments, or other personnel.
• Provide accurate information regarding EAFHC services, locations, and general operations.
• Respond to patient questions and concerns professionally, courteously, and efficiently.
• Create and forward telephone encounters to nursing staff and healthcare providers for appropriate follow-up.
• Maintain effective communication between patients, clinical staff, and providers to support continuity of care.
• Log into the designated telephone system and remain available to answer incoming calls as assigned.

Patient Scheduling and Appointment Coordination

• Schedule, reschedule, confirm, and cancel patient appointments using the organization's practice management system.
• Accurately document the reason for each patient visit and confirm the patient's assigned healthcare provider.
• Verify and update patient demographic information, including name, address, telephone number, email address, emergency contacts, and employment status.
• Monitor missed appointments and contact patients to arrange rescheduling.
• Prepare and send no-show letters to patients who cannot be reached by telephone.
• Create and document telephone encounters regarding missed appointments and follow-up efforts.
• Conduct appointment reminder calls to confirm appointment dates and times and communicate required documentation.
• Coordinate patient scheduling and appointment-related concerns with appropriate clinical personnel.

Medical Office and Patient Support

• Utilize knowledge of medical terminology and healthcare office procedures to facilitate effective communication with patients and clinical staff.
• Explain required documentation for medical appointments, including identification, insurance cards, proof of income, Social Security cards, and other applicable records.
• Remind patients of outstanding account balances and communicate payment expectations in accordance with organizational procedures.
• Assist patients in understanding EAFHC's Sliding Fee Scale and how applicable patient percentages are applied to outstanding balances.
• Accurately maintain patient information within the practice management system.
• Communicate patient questions and requests to nursing staff and healthcare providers through appropriate channels.
• Assist with training newly hired employees on applicable telephone and scheduling procedures.
• Provide coverage at satellite locations or other front-service areas when operational needs require.
• Perform other duties as assigned.

Quality Improvement, Safety, and Compliance

• Participate in continuous quality improvement activities supporting EAFHC's Patient-Centered Medical Home model of care.
• Maintain patient confidentiality and comply with HIPAA, OSHA, and other applicable regulatory requirements.
• Follow established organizational policies regarding patient complaints, unusual occurrences, and incident reporting.
• Adhere to EAFHC safety, infection control, and corporate compliance policies.
• Report suspected mismanagement or compliance concerns through established organizational procedures.
• Maintain a professional, courteous, and patient-focused approach in all interactions.

Qualifications

• High school diploma or GED equivalent required.
• Previous Medical Assistant experience strongly preferred.
• Excellent communication and interpersonal skills with the ability to interact professionally with patients and staff.
• Strong organizational and multitasking skills in a fast-paced healthcare environment.
• Ability to provide courteous, professional, and patient-focused customer service.
• Knowledge of community resources and human service agencies.
• Ability to maintain clear, accurate, and legible documentation.
• Professional appearance and demeanor.