Switchboard Operator - Healthcare

New England Cancer Specialists; Lewiston (ME); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

Paid time off

Company holidays

Medical insurance

Dental insurance

Vision insurance

Job summary

New England Cancer Specialists (NECS) is seeking a full-time Phone/Switchboard Operator (First Responder) for our Central Maine Cancer Care clinic in Lewiston. You will be the first point of contact for callers, delivering outstanding customer service and directing information to the appropriate NECS staff.

The role involves triage, EMR-based status checks, message routing, and adherence to HIPAA. Strong communication and multitasking are essential, with on-site hours Mon-Fri 8h shifts.

Qualifications

• High School Diploma or GED.
• Knowledge of Medical Terminology required.
• Experience in medical practice as a Medical Assistant or Medical Secretary preferred.
• Switchboard experience preferred.
• Maintaining effective working relationships with patients, medical staff, and the public.
• Ability to speak clearly and concisely.
• Able to operate multi-line phone, copy machine and fax machine.
• Proficiency with MS Office, email and EMR systems.

Responsibilities

• Answer all incoming phone calls to the practice in a small call center environment using a multi-line phone system.
• Determines how to manage the call according to triage guidelines, caller need and patient status; uses EMR to confirm patient status for call pathway determination.
• Communicates with answering service daily, taking practice on and off answering service; designates messages to appropriate staff; enters clinical messages into the dashboard; faxes administrative messages to NECS sites.
• Logs real-time information while speaking with a caller; records information in dashboard pathways form.
• Transfers calls according to guidelines; uses electronic staff schedules to route calls to correct staff members.
• Pages individuals to inform them of telephone calls using paging or interoffice equipment.
• Adheres to HIPAA guidelines/regulations.
• Assists with Medical Records duties during downtime.
• Communicates all technical issues to supervisor promptly to prevent patient impact.

Education

High School Diploma or GED

Tools

MS Office

EMR system

Job description

New England Cancer Specialists (NECS) is currently seeking a full-time Monday-Friday 8 hr./5-day Phone/Switchboard Operator (known internally as a First Responder) This position is located at our Central Maine Cancer Care clinic in Lewiston. The First responder as the very important task of being the first point of contact for anyone calling NECS. They provide outstanding customer service by greeting callers, determining the needs of the caller, providing the caller reassurance, and then disseminating needed information to appropriate NECS staff, using a variety of communication methods.

NECS offers competitive pay, new employees are eligible to earn up to 3.4 weeks of Paid Time Off in their first year with the practice, as well as an additional 6 paid company holidays. We offer medical, dental and vision insurance and eligibility starts the 1 st of the month after your hire date.

NECS is a private medical practice composed of 18 oncologists and hematologists serving the region from five separate locations in Maine and New Hampshire. Our mission is to make life better for people with cancer and blood disorders. Kindness, compassion, and respect are part of everything that we do - from our phone operators to our physicians, every person on our team is important, and everyone makes a difference every day. We are proud to be the first Dana Farber Affiliate practice in the country, striving to provide the highest quality care and unmatched, holistic support for every patient, every day.

Job Duties

• Answering all incoming phone calls to practice in a small call center environment using a multi-line phone system.
• Determines how to manage the call according to triage guidelines, caller need and patient status. Utilizes Electronic Medical Record [EMR] to confirm patient status for call pathway determination.
• Communicating with answering service daily, taking practice on and off answering service. Designates answering service messages to appropriate staff, entering clinical messages onto the dashboard, and faxing administrative messages to appropriate NECS sites.
• Logs real-time information while speaking with a caller (physician’s office, patient, nurse, etc.). Information logged in to dashboard pathways form.
• Transfers calls according to guidelines; utilizing electronic staff schedules to ensure calls are routed to correct staff members.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Adheres to all HIPAA guidelines/regulations.
• Assists with Medical Records duties during downtime.
• Communicates all technical issues to supervisor in a timely manner to prevent any patient impact.

Salary $ 15.75-$26.25

Experience and Skills

• High School Diploma or GED.
• Knowledge of Medical Terminology required
• Experience in medical practice as a Medical Assistant or Medical Secretary preferred.
• Switchboard experience preferred.
• Can maintaining effective working relationships with patients, medical staff, and the public.
• Ability to speak clearly and concisely.
• Answering the phone pleasantly and helpfully.
• Able to operate multi-line phone, copy machine and fax machine.
• Demonstrate ability and experience using office multiple software systems such as MS Office, electronic mail and the EMR system.
• Ability to organize and coordinate multiple activities.
• Ability to adapt to constant change and a fast pace.
• Ability to communicate effectively with internal and external customers.
• Ability to work independently and in a team environment.

Please note: New England Cancer Specialists engages in employer surveillance and electronic monitoring of employees through company-provided systems and devices (such as computers and phones) as permitted by Maine law. Per state law, applicants will be notified of these practices during the interview process. We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit, and business need without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.