Telephone Operator

SCRI Oncology Partners, located in Nashville, Tenn., is a dedicated cancer treatment center led by globally recognized oncologists with disease expertise in cancer care and clinical research. This center offers patients state-of-the art personalized cancer care and opportunities to participate in clinical trials with innovative treatments.

The practice conducts clinical trials through their affiliation with Sarah Cannon Research Institute (SCRI), a global leader in oncology research that has been offering and managing clinical trials in the community for over 30 years. Since its inception, SCRI has contributed to pivotal research that has helped advance the majority of new cancer therapies approved by the FDA today.

The team at SCRI Oncology Partners is seeking an experienced remote Telephone Operator to act as the initial point of contact for all calls coming in to the practice. The ideal candidate has experience with answering multiple lines and determining where to send calls or service tickets pending on the need of the called (triage, new patient scheduling, providers, etc.). The duties, responsibilities, and qualifications of the role are listed below.

Scope:

• Under general supervision, is responsible for providing a full range of telephone switchboard duties, including triaging calls and relaying messages.
• Assists with clerical duties as required.
• Serves as a liaison between patients and medical staff.
• Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards.

Essential Duties and Responsibilities:

• Courteously and efficiently answers all incoming calls and connects callers with the correct extension.
• Takes and relays messages in an accurate and timely manner.
• Responds to emergency and urgent calls from patients in a timely manner.
• Directs callers immediately to clinical staff as necessary.
• Performs operator functions including triaging calls; connecting and transferring calls; setting up conference calls; instructing users on telephone procedures; and reporting telephone and equipment malfunctions to the appropriate party.
• Provides a pleasant and helpful phone contact for callers.
• Responsible for opening and closing the switchboard.
• Performs clerical duties as assigned to maintain workflow in the department.

Minimum Qualifications:

• High school diploma or equivalent required.
• Minimum three years office experience, preferably in a medical setting.

Physical Demands:

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. Work may require sitting for long periods of time, stooping and bending/stretching for files and supplies. Requires occasional lifting of files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in a home office environment. The appropriate computer and telephone equipment will be provided and maintained by the organization. It is the responsibility of the employee to maintain a home office environment that is confidential as to protect all patient information and abides by the requirements set forth in the remote work policy.