Phone Operator at The Surgery… · Location…

PHONE OPERATOR RFT Multi-Line Phone Operator Position Summary The Multi-Line Phone Operator serves as the first point of contact for patients, physicians, vendors, and visitors. This role is responsible for professionally answering and directing a high volume of incoming calls while providing exceptional customer service in a high-volume ambulatory surgery center. The ideal candidate is organized, detail-oriented, able to multitask effectively, and committed to maintaining patient confidentiality and providing a positive patient experience. Essential Duties and Responsibilities • Answer and manage a high-volume, multi-line telephone system in a courteous, professional, and efficient manner. • Route calls accurately to appropriate departments and staff members. • Greet callers warmly and provide accurate information regarding the services, hours of operation, and general policies. • Take detailed, accurate messages and ensure timely delivery to appropriate personnel. • Assist patients with general inquiries while maintaining HIPAA compliance and patient confidentiality. • Monitor voicemail messages and distribute them promptly. • Communicate effectively with physicians' offices, patients, vendors, and internal staff. • Support front office operations as needed, including patient check-in/check-out, scanning documents, filing, and administrative tasks. • Maintain professionalism and composure while managing multiple priorities in a fast-paced environment. • Escalate urgent calls or patient concerns to the appropriate clinical or administrative staff. • Maintain accurate records and documentation within the electronic medical record (EMR) and other office systems. • Demonstrate excellent attendance, dependability, and teamwork. • Perform other duties as assigned. ADDITIONAL RESPONSIBILITIES This position may be assigned additional duties based on operational needs, including but not limited to charge posting, insurance verification, medical records support, payment collection, correspondence, and other essential business office functions. Employees are expected to demonstrate flexibility and a willingness to assist across departments as needed to ensure efficient patient care and practice operations. Qualifications • High school diploma or equivalent required. • Previous experience operating a multi-line telephone system preferred. • One to three years of customer service, medical office, or healthcare experience preferred. • Experience in an ambulatory surgery center or physician practice is a plus. • Knowledge of medical terminology preferred. • Strong verbal and written communication skills. • Excellent organizational, multitasking, and time management abilities. • Ability to remain calm and professional during periods of high call volume. • Proficiency with computers, EMR systems, Microsoft Office, and standard office equipment. • Ability to work independently while contributing positively to a collaborative team environment. Physical Requirements • Ability to sit for extended periods. • Frequent use of telephone, computer, keyboard, and office equipment. • Ability to occasionally lift up to 20 pounds. • Ability to hear, speak, and communicate clearly in person and over the telephone. Core Competencies • Exceptional customer service • Professional telephone etiquette • Attention to detail • Effective communication • Multitasking • Problem-solving • Reliability and accountability • Teamwork • Confidentiality and HIPAA compliance • Adaptability in a high-volume healthcare environment Work hours: Monday through Friday, 7:00 am - 3:30 pm Monday through Friday, 7:00 am until 3:30 pm.