Since 1969, OCR has been local and physician-owned with strong ties to the community. With talented, hardworking, and friendly staff, we work toward the common goal of serving residents of CO, WY, and NE with specialty-focused care. We are experiencing tremendous growth and are adding talented people in all of our locations!
The Operator works under general supervision to operate the central communications center so that all telephone calls and paging are processed promptly. This position serves as the first line in customer services and public relations.
To perform this job successfully, an individual must have the education and experience identified below and be able to perform each essential duty and responsibility satisfactorily, either with or without a reasonable accommodation. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Essential Duties and Responsibilities
- Opens or closes the switchboard at the proper times.
- Answers all incoming telephone calls and directs callers to appropriate extensions.
- Takes messages from the night exchange and forwards them to appropriate persons within OCR.
- Pages OCR personnel as appropriate, including emergency code/fire/medical announcements.
- Takes messages for certain personnel unavailable or unreachable; ensures that messages are delivered accurately and on a timely basis.
- Checks with the clinic department to ascertain which physicians are covering call.
- Receives emergency calls; locates physicians and/or staff as appropriate.
- Familiarizes themselves with general functions of each department so that calls can be processed efficiently.
- Reports malfunctions of the switchboard to supervisor.
- Maintains checklist for doctor’s pagers/cell phones, ensuring their availability and working order.
- Maintains the daily schedule on the OCR intranet.
- Handles all incoming correspondence and sorts mail.
- Labels and alphabetizes loose transcription reports and prepares them for filers.
- Other duties as assigned.
Education and Experience
- High School diploma or equivalent.
- One year telephone switchboard experience with high call volume preferred.
- Knowledge of customer service principles and techniques.
Certifications, Licenses, Registrations
- Quantity - Meets productivity standards; completes work in a pleasant and timely manner; strives to increase productivity; works quickly.
- Use of Technology - Demonstrates required skills; learns and adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Confidentiality - Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy. Adheres to HIPAA guidelines.
Independence of Action
Work is closely monitored by supervisor/manager; detailed instructions and procedures are generally provided.
This job has no supervisory responsibilities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
(The phrases “occasionally”, “regularly”, and “frequently” correspond to the following definitions: “occasionally” means up to one-third of working time, “regularly” means between half and two-thirds of working time, and “frequently” means two-thirds and more of working time.)
- The work environment is the typical office environment. The employee must be able to complete their work satisfactorily in an environment where there are significant distractions, including staff, patients, and vendors walking through and conversing, telephones ringing, conversations carrying over, loud noises, and interruptions to answer questions from others.
- While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel objects, tools, or controls up to 8 hours per day. The employee frequently is required to talk or hear, articulate speech and have good auditory capability for up to 8 hours a day. The employee is occasionally required to stand; walk; reach with hands and arms, and stoop, kneel, crouch, or crawl.
- The employee will occasionally lift and/or move up to 20 pounds and should do so in a sound and safe manner. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Medical, Dental, Vision coverage
- Life and AD&D Insurance
- Short Term and Long Term Disability Insurance
- Retirement savings and profit sharing plan participation
- Employee Assistance Program
- Continuing Medical Education (depending on position)
- Paid Time Off
*Benefit eligibility is dependent on employment status, and a waiting period may apply.
Orthopaedic & Spine Center of the Rockies (OCR) is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. OCR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual experience and qualifications, without regard to a person's race, color, age, sex, gender identity, gender expression, marital status, sexual orientation, religion, creed, national origin, the presence of any physical or mental disability, or status as a disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran, or any other protected status.