PBX Operator - Clinic (FTD)

This position is responsible for all switchboard functions of receiving incoming calls, paging and placement of outgoing calls. This position requires exceptional customer service skills in addition to proficiency in PBX functions. Registration job functions are required. Employee must have the ability to work with minimum supervision.

Primary Duties

1. Always receives calls promptly and courteously and forwards appropriately.
2. Always displays a courteous and professional tone when paging.
3. Other assigned duties as directed by supervisor based on demonstrated competency.

Team Lead Duties (if assigned)

1. Ensures training and mentoring of new PBX operators occurs within the team and monitors for additional training if needed
2. Communicates all changes to staff in writing
3. Ensures that PBX operators follow the appropriate protocol when taking calls. Ensures the tasks are appropriately assigned and if additional training is needed with facilitate.
4. Ensures proper coverage exists at all times to ensure no delays in answering incoming calls
5. Ability to write clearly and concisely, handle necessary scheduling issues and coordinate between staff and clinical team
6. Monitor and approves time off request for staff members and communicates with management daily to ensure proper coverage is maintained

• Education: High School graduate or equivalent required.
• Licensure/Certification: None required.
• Experience: Minimum of 3 months experience, healthcare setting preferred.
• Interpersonal Skills: Ability to interact and collaborate with all levels of staff and the public with tact, patience, a cheerful disposition, enthusiasm and a courteous manner. Must be able to work individually or in a team setting.
• Essential Technical/Motor Skills: Must be computer literate with experience using word processing software. Must be proficient in using required office equipment such as 10-key adding machine, printers, scanners, fax machines, postage machines and other equipment.
• Essential Physical Requirements: Requires ability to lift light objects (ten pounds or less). Must be able to sit for prolonged periods of time.
• Essential Cognitive Abilities: Individual must have ability to read, write and comprehend instructions. Must possess good grammar and writing skills (high school level). Must possess ability to perform computer tasks at a users level. Must be able to work under stressful conditions and be able to express thoughts clearly and concisely.
• Essential Sensory Requirements: Must have corrected hearing and vision within a normal range. Must be able to listen and read and interpret information quickly.
• Exposure to Hazards: None identified.
• Other: Understands the mission and vision of the facility. Operates within the concept of patient focused care. Evolves into an effective team member. Must adhere to dress code; good grooming and personal hygiene habits; and strict adherence to attendance policies. Maintains knowledge of and conforms to facility policies and procedures.

Key Relationships

1. Maintains positive relationships with internal customers. Is effective in interacting with others and problem-solving.
2. Maintains positive relationships with external customers. Is effective in interacting with others and problem-solving.
3. Proactive in meeting customers needs.
4. Responds promptly to customer needs or requests.
5. Keeps Team Leader informed of problems, recommends solutions.
6. Participates in education/development of peers and other staff.

Initiative

1. Develops specific work plans and due dates.
2. Follows through on planned assignments within assigned time frames.
3. Effectively prioritizes assignments.
4. Demonstrates a willingness to accept extra assignments.
5. Adjusts to change, work pressures or different situations without undue stress.
6. Demonstrates skill in developing improvements in work methods.
7. Effective in cost control and resource utilization.

Professionalism

1. Adheres to dress code, conduct and attendance policies.
2. Accepts both positive and negative constructive feedback.
3. Attends at least 80% of in-services and departmental meetings.
4. Demonstrates a supportive/positive attitude toward the facility and fellow employees - is a positive team member.
5. Expresses self in an organized, comprehensive, articulate and concise manner.
6. Adheres to and exemplifies the Arkansas Heart Hospital Values of

7. Highest Expectations in Quality; Excellence through Innovation; Accountability through Ownership; Resilience without Compromise; Teamwork with Results