CALL CENTER SWITCHBOARD OPERATOR

CALL CENTER SWITCHBOARD

August 31, 2026 Alabama, Mobile Full-time

CALL CENTER SWITCHBOARD OPERATOR/APPOINTMENT SCHEDULER

Department: Operations

Reports to: Call Center Manager

Supervises: N/A

Classification: Non-Exempt

JOB SUMMARY

Under general supervision, the Switchboard Operator/Appointment Scheduler operates the switchboard to relay incoming, outgoing, and interoffice calls and performs appointment scheduling and related duties.

ESSENTIAL FUNCTIONS

• Operates a multi-line telecommunications system encompassing multiple locations. Provides information to callers and records messages as needed.
• Answers, screens, and promptly routes incoming telephone calls and takes messages as needed.
• Does not leave callers on hold and unattended for longer than 60 seconds.
• Screens, transfers, and places calls on hold efficiently and courteously.
• Manages multiple calls without losing callers.
• Takes messages accurately when necessary and delivers them appropriately.
• Operates the paging system to relay in-house announcements or call individuals to the telephone as necessary.
• Exercises effective management and control of the telephone system.
• Performs clerical duties such as typing, proofreading, appointment scheduling, and sorting mail.
• Accurately schedules appointments for all sites and specialties throughout the organization. Obtains and updates accurate information, including patient name and contact information.
• Performs empanelment of patients during appointment scheduling.
• Performs other duties as assigned by the Call Center Manager or designee.
• Contributes to a departmental plan to meet established Center benchmarks.

ADDITIONAL RESPONSIBILITIES

• Redirects callers to other Center telephone numbers as needed.
• Maintains prompt arrival and regular attendance at work.
• Performs other duties as indicated at the discretion of the Call Center Manager or designee.

The preceding examples are representative of the assignments performed by this position and are not intended to be all-inclusive.

CUSTOMER SATISFACTION REQUIREMENTS

Must provide the very best customer satisfaction to patients, visitors, and co-workers at all times in a professional and courteous manner.

• Doing things right the first time.
• Making people feel welcome.
• Showing respect for each customer.
• Anticipating customer needs and concerns.
• Keeping customers informed.
• Helping and going the extra mile.
• Responding quickly.
• Protecting privacy and confidentiality.
• Demonstrating proper telephone etiquette.
• Taking responsibility for handling complaints.
• Being professional.
• Taking ownership of your attitude toward Service Excellence.

PERFORMANCE STANDARDS

Performance will be evaluated by the Call Center Manager or designee using the Performance Evaluation Form, wherein an overall satisfactory rating is considered the minimum acceptable level of performance.

HEALTH AND SAFETY REQUIREMENTS

The health and safety requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must adhere to safety regulations, personnel policies, and procedures.
• Must receive Safety and Hazardous Communication training annually.
• Must maintain yearly health maintenance records by obtaining TB skin testing.

PRIVACY RULE COMPLIANCE REQUIREMENTS

• Adheres to Health Insurance Portability and Accountability Act (HIPAA Privacy Rule) policies and procedures.
• Must successfully complete Privacy Rule compliance training annually or as revisions are made to the policies and procedures.
• Must comply with Privacy Rule guidelines by protecting FPHC patients' medical privacy.
• Must appropriately maintain patient information in compliance with applicable standards.
• Must provide appropriate security of FPHC patient records.

PROTECTED HEALTH INFORMATION (PHI) ACCESS

RESTRICTED: For purposes of HIPAA Compliance, there are four workforce categories that define the level of access to PHI granted to the incumbent. This position is classified under Administrative Staff and is therefore granted Restricted access as defined according to the workforce member's specific job duties. Use and disclosure must be in accordance with applicable privacy policies and procedures.

QUALIFICATIONS

Education/Experience: High school graduate or GED equivalent. Must be experienced in handling a high volume of telephone calls and possess good telephone skills. Must be pleasant and able to communicate effectively.

Knowledge, Skills, and Abilities: Demonstrates knowledge and ability to operate multi-line telecommunications equipment efficiently and effectively. Excellent telephone and communication skills are required. Must possess the ability to communicate clearly and effectively in oral and written form. Must possess a polite and helpful attitude at all times and demonstrate professionalism when dealing with clients, staff, and vendors.

PHYSICAL/MENTAL DEMANDS

Work is sedentary in nature and requires working under stressful conditions. Requires eye-hand coordination and manual dexterity. Requires the ability to distinguish letters or symbols. Requires the use of office equipment such as copiers, computer terminals and keyboards, telephones, calculators, or fax machines. Requires normal vision range. Requires frequent standing, sitting, bending, stooping, or stretching. Requires alternating site locations, hours, and workdays.

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