Phone Operator Specialist (32916)

Potomac Urology with the Urology Alliance is seeking an experienced Phone Operator Specialist.

Duties of this position include, but are not limited to, the following:

Position purpose

The Bilingual Urology Phone Operator serves as the primary point of contact for patients, providing professional, courteous, and efficient telephone support in both English and Spanish. This position is responsible for answering incoming calls, scheduling appointments, assisting with patient inquiries, routing clinical messages to medical staff, and supporting the daily operations of a urology practice while maintaining patient confidentiality. Assists with clerical duties as required. Serves as a liaison between patients and medical staff.

Responsibilities/Duties/Functions/Tasks:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Courteously and efficiently answers all incoming calls and connects callers with the correct extension.
• Takes and relays messages in an accurate and timely manner.
• Responds to emergency and urgent calls from patients in a timely manner. Directs callers immediately to clinical staff as necessary.
• Performs operator functions including triaging calls; connecting and transferring calls; setting up conference calls; instructing users on telephone procedures; and reporting telephone and equipment malfunctions to the appropriate party.
• Provides a pleasant and helpful phone contact for callers.
• Performs clerical duties as assigned to maintain workflow in the department.
• Perform other duties as assigned

Qualifications:

• Bilingual proficiency in English and Spanish, including speaking and understanding; reading and writing skills preferred.
• High school diploma or equivalent.
• One (1) year of previous experience in a medical office, call center, healthcare scheduling, or patient services preferred.
• Strong telephone etiquette and customer service skills.
• Basic computer skills and familiarity with electronic health records or scheduling software preferred.
• Knowledge of medical terminology and urology terminology is an advantage.
• Ability to multitask, prioritize calls, and remain professional in a fast-paced environment.
• Understanding of patient confidentiality and HIPAA requirements.

Skills:

• Bilingual communication
• Appointment scheduling and call management
• Patient registration and information verification
• Message documentation and call routing
• Problem-solving and attention to detail
• Empathy, patience, and professionalism
• Time management and teamwork

Performance Expectations:

• Answer calls promptly and professionally.
• Provide accurate information within the scope of the role.
• Document messages completely and accurately.
• Protect patient privacy and confidentiality.
• Escalate urgent medical concerns to qualified clinical personnel according to established protocols.
• Deliver excellent bilingual patient service.

The Specialty Alliance is an Equal Opportunity Employer. We are committed to creating an inclusive, welcoming, and equitable work environment. Our company values and celebrates the diversity of our physicians, staff and patients. We firmly believe our service is greatly enriched by our diversity of thought, experience, perspective, culture, and background.

Please Note: All job offers are contingent on the successful completion of pre-employment criminal history check.

ALL APPLICATIONS MUST BE COMPLETED IN FULL FOR CONSIDERATION.