Position Summary
The position''s primary function is managing and directing all incoming phone calls for the UI Health Mile Square Health Center, L.P., Johnson Rockford. A phone operator is responsible for answering and directing incoming calls, providing information to callers, taking messages, and ensuring professional communication between customers, clients, and staff. Duties include operating multi-line phone systems, scheduling appointments, transferring calls to appropriate departments, maintaining call logs, and assisting with general administrative tasks while delivering excellent customer service.
Duties & Responsibilities
Manage initial call intake for Mile Square Health Clinic (MSHC); route calls and messages to appropriate Epic Pools. Route all red flag calls to the appropriate Nursing line. Schedules patients using Epic Scheduling System and registers patients using Epic. Educates and informs patients of the UI Health patient portal, registers, and/or assists patients with patient portal registration. Monitors work completed and alerts superiors to problems that may occur; provides input to supervisors and/or administration. Respond to complex inquiries from clients in order to provide or clarify information on departmental services, policies, and procedures. Receive, log, and appropriately route complaints at the departmental level, including reporting client feedback and suggestions to higher level personnel in the event that a customer service issue cannot be resolved at the incumbent's level. Assist in conducting primary research on complaints received. Participate in cross-functional continuous quality improvement and corporate compliance teams; consult with related departments to coordinate seamless access to services. Perform other departmental duties as assigned.