Customer Service Operator

About the role

Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege. Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve. Job Description: The Customer Service Operator provides medical office support by functioning as the primary resource for answering multiple incoming telephone lines, connecting callers to the appropriate office personnel, and routing messages as needed. ESSENTIAL FUNCTIONS: Answers all incoming calls promptly, courteously, and professionally. Routes calls and messages appropriately, offering voice mail, paging, or redirecting calls as needed. Follows standard operating procedures (SOPs) for obtaining pertinent information depending on the nature of the call. Presents a personable, resourceful approach to problem-solving and support and help to all callers. Greets patients/visitors and assists as appropriate. Distributes simple outbound correspondence or copies of records as necessary. Demonstrates excellent customer service. Respond promptly to patient, physician, and clinical requests. KNOWLEDGE, SKILLS & ABILITIES: Knowledge of medical terminology. Ability to use multi-line phone systems, including transferring calls and paging. Ability to communicate clearly and professionally to callers and patients Ability to remain calm and defuse irate callers and patients by working with them to identify concerns and appropriately direct calls. Ability to maintain confidentiality and exercise independent discretion and judgment. Ability to multi-task; enjoy a fast-paced office with constantly changing demands while maintaining a positive attitude. EDUCATION & EXPERIENCE: High School Diploma or Equivalent. Must be highly proficient in Microsoft Word, Outlook, and Excel, PowerPoint. Experience in the operation of multiple telephone lines/switchboard/console. PHYSICAL REQUIREMENTS: Physical Activity Required Amount of time None Less than 1/3 (Occasionally) 1/3 to 2/3 (Frequently) More than 2/3 (Regularly) Standing X Walking X Sitting X Fingering or manual dexterity X Repetitive finger motion X Lifting or exerting force Up to 10 pounds X Up to 25 pounds Up to 50 pounds Up to 100 pounds Over 100 pounds Reaching or stretching X Climbing or balancing X Crouching or stooping X Speaking X Hearing X Seeing (with correction) X