Phone Receptionist

• 1. 1.0Demonstrates exceptional customer service skills during interactions with the public and accomplishes core duties of the role in accordance with Smilow Call Management Standards and Principles.
  1.190% or better live answer of inbound calls
  1.2Phone lines open consistently during established business hours
  1.3Incoming calls are reconciled at end of business each day to ensure each call has been responded to in a timely manner.
  1.4Forwards calls to Answering Service daily at close of business without fail; attends to messages from Answering service promptly at beginning of each day and throughout the day to retrieve roll over calls.
• 2. 2.0Receives and appropriately routes all inbound telephone calls in a timely manner; responds to simple requests for general information related to hours of operation, directions, parking.
• 2.1 Answers the telephone in a pleasant and courteous manner within 3 rings, identifying the department and self as directed, demonstrating sensitivity to the varying needs and communication styles of our culturally diverse patients, families and staff.
• 3. 3.0Uses scripted call screening questions and judgement to distinguish between urgent and non-urgent calls and accurately determines to whom and how (i.e., via warm transfer vs inbasket message) and to whom to route the call. Makes direct contact with provider or nurse for urgent clinical calls
• 4. 4.0Initiates telephone encounters in Epic system with complete information and routes calls to appropriate clinician or Epic inbasket pool in accordance with Smilow Telephone Triage guidelines.
• 5. 5.0Refers patient calls for appointment scheduling as follows:
  5.1refers treatment scheduling or cancellation requests to clinical staff
  5.2refers more complex or time-consuming scheduling requests to access staff
• 5.1 Actively contributes to all unit activities that support a positive work environment.
• 6. 6.0Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor.
  6.1Places out-of-state and international calls; schedules and coordinates conference calls or peer to peer contacts as required.
• 7. 7.0Is familiar with call volume metric reporting including number of calls handled, call wait and abandonment rates.
• 8. 8.0Keeps contact lists current (e.g., addresses, phone and email contacts)
• 9. 9.0Performs miscellaneous job-related duties as assigned.

EDUCATION

Graduation from high school including or supplemented by secretarial training courses.

EXPERIENCE

One (1) to two (2) years of secretarial or business related experience involving public contact. Experience in a patient care environment is preferred.

SPECIAL SKILLS

Must possess good typing and data entry skills. Must have good computer skills; word processing, Microsoft Office and Excel Program knowledge desired. Excellent communication skills. Ability to work under varying work loads and deal with extremely ill patients as well as a variety of professionals. Thorough knowledge of third party terminology.