Telephone Operator and Referral Coordinator

POSITION OVERVIEW

The Switchboard Operator/Referral Coordinator answer’s incoming phone calls and direct the calls to the appropriate person or department. The individual must be capable of answering phones in a courteous and patient manner, as well as provide effective telephone switchboard and other departmental services. Operators work independently in a small office like a call center environment. This position is also responsible for delegating and assigning incoming referrals to our Providers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Receive and route calls to correct departments/services

· Must learn the internal intranet systems and VA phone protocols

· Follows all safety rules and regulations

· Route emergency calls appropriately based on the Standard Operation Procedure manual

· Performs all job tasks listed in Statement of Work

· Available to backfill hours if colleagues are sick, on vacation or out based on other emergencies

· Ability to communicate and work cooperatively with other Switchboard operators, Switchboard supervisor, and Hospital staff

· Additional Operator duties as assigned

· Assign referrals to appropriate providers

· Must update referral spreadsheet and keep track of providers in rotation for incoming referrals

QUALIFICATIONS

• Excellent communication skills (written and verbal), grammar, and reasoning skills
• Ability to handle confidential and sensitive information without breach
• Related experience required
• Provide excellent customer service and model effective communication skills when handling callers

· Minimum High School Diploma, or equivalent

· Must be at least 18 years or older

WORKING CONDITIONS

• Frequent standing, typing, moussing, and reading paper and electronic documents
• Ability to file and track documents and data, both in written and electronic form
• Hours of business are Monday – Friday from 630 a.m. to 5:00 p.m.
• On occasion, some early, late and overtime hours may be required