Medical Service Operator

Qualifications

Education

Minimum Level of Education Required: High School completion / GED

Additional requirements:

§  Type of degree: NA

§  Area of study or major: NA

§  Preferred educational qualification: N/A

§  Position specific testing requirement: NA

Licensure/Certification/ Registration:

NA

Experience

Minimum Level of Experience Required: 1 - 3  years of job-related experience

Prior job title or occupational experience: NA

Prior specific functional responsibilities: Must be able to type accurately

Preferred experience: Must be able to demonstrate the ability to function on the computer keyboard within a short time.

Other experience requirements: Must have a good speaking voice, good communication skills and be able to present the proper protocols to callers.

Physical Requirements & Working Conditions

Physical Requirements:

Working Conditions:        

1.      General office environment.

2.      Climate controlled environment.

Organizational standards:

·       Must be able to have a good grasp of pronunciation of subscriber names, as well as medical terms used in conjunction with this job.
·       Must have the ability to respond quickly to incoming calls and to function with trainer listening in on every conversation during the training period.
·       Checking-out information from physician office must be able to take accurate information regarding on-call data comprising periods of one (1) hour to several weeks as quickly as possible.
·       Hospital Calls/ Inquires must be able to respond to calls regarding on call coverage, doctor’s location, and other inquires quickly and accurately.
·       Taking Messages the computer system Message Block must accurately reflect the information from the caller in a clear manner. The proper data must be secured from the caller and the secretary develop sufficient information so as to determine whether the message must be coded as emergent or non-emergent.
·       Delivering Messages the secretary must make a quick assessment of the type of call and determine the proper protocol to be followed for the on-call doctor. This may require that the secretary make a series of telephone calls to determine the doctor’s location or it may require the secretary to radio page the doctor to respond either by direct page or by calling the Service to pick up the call.
·       Patient Calls theses can be the most time consuming but the good secretary must learn to get control of the call. In order to function in a timely manner, the trainee must develop a good working knowledge of the of the names of the subscribers to the answering service. It is important that the trainee learn to distinguish between the specialty of treatment or care of physician-subscribers with similar names.
·       Computer functions in all aspects of the telephone answering service are fully automated. Areas such as taking message, taking check-out (status) or updating messages require that the trainee demonstrate accurate keystrokes to accomplish each of these functions. Procedures such as, DIALOUTS of telephone numbers for doctor’s office (and private office), residence hospital call-back, etc., require the proper sequence of keying procedures.
·       Timing devices on the computer system (called ECHOES) must be properly set by the secretary so that the call or page can be timed-out to be redialed or re-paged until delivered to the physician. Calls that are identified as status or emergencies must be followed up by timing devices and by other methods until the call is promptly delivered.
·       The trainee must learn to properly handle the headset and the corresponding adapter, as well as to understand the function keys of the computer key board. During training, the secretary trainee will be advised that any damage to the headset. The keyboard, or the computer equipment which results because of carelessness or deliberate intent will be cause for possible disciplinary action and / or dismissal.
·       The Operator  must demonstrate the ability to work under high stress, while remaining cool, calm and collected.  

Essential Duties & Functions

Essential Duties & Functions:

Other Duties & Functions:

               NA

The above duties and responsibilities may be essential job functions subject to reasonable accommodations. All job requirements listed include the minimum knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be constructed as an exhausted statement of duties, responsibilities, and requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.