Description

Palmetto Primary Care Physicians (PPCP) is seeking a professional and compassionate Phone Operator to serve as the first point of contact for our patients.  The ideal candidate is organized, friendly, and able to manage a high call volume in a fast-paced healthcare environment. 
To learn more about PPCP, visit www.PalmettoPrimaryCare.com

• Offer 401K with generous company match
• Medical, Dental, Vision Benefits
• Short Term and Long Term Disability Offered

Essential Duties and Responsibilities

• Answer incoming telephone calls promptly, professionally, and courteously.
• Route calls to appropriate clinical or administrative staff.
• Schedule, reschedule, and cancel patient appointments using the electronic medical record (EMR) system.
• Verify patient demographic and insurance information during calls.
• Take accurate messages and document patient communications in the electronic medical record (EMR) system.
• Provide patients with general clinic information, including office hours, directions, and appointment preparation instructions.
• Respond appropriately to urgent or emergency calls according to clinic protocols.
• Maintain confidentiality of patient information in compliance with HIPAA regulations.
• Monitor voicemail systems and ensure timely message distribution.
• Assist patients with prescription refill requests and route requests to clinical staff.
• Communicate effectively with providers, nurses, medical assistants, and administrative personnel.
• Handle high call volumes while maintaining professionalism and accuracy.
• Identify and escalate patient concerns or complaints to appropriate supervisors.
• Maintain accurate records and logs related to phone communications and scheduling activities.

Non-Essential Duties and Responsibilities

• Perform basic clerical tasks such as scanning, faxing, and copying documents.
• Participate in staff meetings and training sessions.
• Support special projects or other administrative duties as assigned. 

Requirements

Required Knowledge

• Knowledge of medical office procedures and terminology.
• Knowledge of customer service principles and telephone etiquette.
• Knowledge of HIPAA privacy and confidentiality requirements.
• Basic understanding of insurance verification and appointment scheduling processes.
• Familiarity with electronic medical record (EMR) systems and multi-line phone systems.
• Basic computer knowledge including Microsoft Office applications and data entry practices.

Required Skills

• Strong verbal communication and active listening skills.
• Excellent customer service and interpersonal skills.
• Accurate data entry and documentation skills.
• Effective time management and organizational skills.
• Ability to multitask in a fast-paced environment.
• Problem-solving and conflict-resolution skills.
• Ability to maintain professionalism during difficult or stressful interactions.
• Strong attention to detail and accuracy.

Required Abilities

• Ability to communicate clearly and professionally with patients, staff, and providers.
• Ability to manage multiple phone lines and competing priorities simultaneously.
• Ability to maintain confidentiality and exercise discretion.
• Ability to remain calm and effective in high-pressure situations.
• Ability to follow written and verbal instructions.
• Ability to work independently and as part of a team.
• Ability to adapt to changing schedules, workflows, and clinic needs.

Mental Requirements

• Ability to concentrate for extended periods while handling frequent interruptions.
• Ability to make decisions using established clinic procedures and guidelines.
• Ability to interpret and process information accurately and efficiently.
• Ability to manage stressful situations involving upset or anxious patients.
• Ability to maintain professionalism in a fast-paced healthcare setting.

Physical Requirements

• Prolonged periods of sitting and working at a computer workstation.
• Frequent use of hands and fingers for typing and operating office equipment.
• Ability to speak clearly and hear adequately for telephone communication.
• Occasional standing, walking, bending, or reaching within the office environment.
• Ability to lift and carry up to 15 pounds occasionally.
• Visual ability to read computer screens, written documents, and electronic records.

Minimum Qualifications

• High school diploma or equivalent required.
• Prior experience in a medical office, call center, or customer service role preferred.
• Experience with EMR systems and multi-line phone systems preferred.

Work Environment

This position operates in a professional outpatient medical clinic environment with frequent interaction with patients, healthcare providers, and administrative staff. The work environment may involve exposure to stressful situations and high call volumes.

Summary

The Phone Operator serves as the first point of contact for patients, providers, pharmacies, and outside organizations contacting the office. This role is responsible for answering and routing incoming calls, scheduling appointments, providing general information, documenting messages accurately, and supporting efficient clinic operations while delivering excellent customer service. The Phone Operator must maintain patient confidentiality, communicate professionally, and work effectively in a fast-paced healthcare environment.

EOE