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Employment

Position:  Telephone Operator
Location:  Milwaukee, WI
Job Id:  236
# of Openings:  1

Come join our team! We are hiring!
We are hiring a Telephone Operator at our Lisbon Avenue Health Center in Milwaukee, WI. This is a full-time position that does not require working late nights, weekends, or holidays.
 
Who are we?
Founded in 1999, Progressive Community Health Centers is an independent non-profit organization that operates four clinic locations in Milwaukee, Wisconsin. More than 100 employees support our agency’s mission to improve the health and quality of life of the community by providing culturally competent services that address identified needs. We provide high quality, comprehensive care to roughly 16,000 patients annually—a majority of who are low-income. No one is ever turned away from our clinics based on insurance status or ability to pay. We value a patient-centered philosophy and provide range of services that include family medicine, internal medicine, women’s health, urgent care, dental, radiology and integrated behavioral health. We also offer supportive services such as case management, health education and benefits enrollment.
 
Summary
The Telephone Operator will represent the organization by providing the first contact to the prospective patient through the telephone. The Telephone Operator will provide excellent customer service to all callers, refer callers to the appropriate departments, schedule appointments for patients according to established protocols, and assist patients and clients with forms.
 
Responsibilities
  1. Schedules all appointments for their scheduling area. This includes: cancelling and rescheduling of appointments, giving patient directions on getting to their appointment, any special instructions needed for the appointment, informing patient where to check in and what to bring to appointment (i.e. medical records, co-pay, referrals, insurance card, etc.)
  2. Completes full registration for new patients as well as verifies and updates all information for any established patients who call to schedule appointments.
  3. When scheduling appointments, carefully screens patients for new address, new patient visit or update registration and informs patient of adequate information that must be presented at time of visit.
  4. Diffuses irate customers. Employs sound judgment to ensure best possible public relations. Investigates and resolves customer service concern.
  5. Retrieves messages, answers questions or directs calls to the appropriate person, if caller has requests other than scheduling or registration.
  6. Informs patient of any existing balance noted in computer and request patient be prepare for any payment due at time of visit.
  7. Checks e-mails regularly throughout the day to keep up-to-date with any changes and receive information on patients who need to be scheduled.
  8. Answers questions about the organization and provides callers with a variety of information such as address, directions, and other agency information.
  9. Performs other job-related duties, as may be assigned.
 
Requirements
  1. High School Diploma of Equivalent
  2. One to three months related experience required
  3. Experience in a high pace call center, preferred.

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