University of Texas Health Science Center Telephone Operator-Senior in San Antonio, Texas

Required Qualifications

Requires a high school education or equivalent and five (5) or more years of experience as a telephone operator.

Job Description

Primary contact for UT Medicine published number. Under direct supervision, operates a telephone to route incoming calls during day-time hours to the appropriate clinics/physicians, and after-hours reverts to on-call answering service protocol. Receives and relays messages. Operates paging system.

Preferred Qualifications

The preferred candidate will have experience in a clinic or hospital setting answering a multi-line telephone system. Excellent customer service skills and bilingual in Spanish are essential to this position.

Job Duties

Job Duty

Answers phone using a scripted greeting in a professional, helpful and courteous manner. Monitors automated phone queue and varies greeting as directed. When answering priority lines, uses on-call paging system and follow-up. Assists callers with confirmation of appointments and communicates general information. Communicates patient messages to clinics/physicians as well as follow-ups.

Percentage Of Time 30

Job Duty

Requires the ability to learn multiple programs ie., Epic, EpicCare, University Health System On-Call and USA Mobility. Maintains working knowledge of all UT Medicine clinic sites, physicians and hospitals. Provides excellent customer service to internal and external customers.

Percentage Of Time 20

Job Duty

Efficiently handles telephone materials provided. Performs weekly testing of emergency paging system, updates telephone directory and maintains accurate listings. Maintains phone intake templates for each provider as well as call logs. Assists with special projects as requested. Ensures reference material is organized. Notifies supervisor of equipment problems. Provides coverage for 42 different specialties and over 600 providers.

Percentage Of Time 20

Job Duty

Follows after-hours protocol for on-call physicians. Informs callers of after-hours coverage when necessary, paging providers when needed. Responds to emergency calls according to established guidelines. Provides translation (English/Spanish) assistance when needed. Must be able to sit for long periods of time. Other duties as required.

Percentage Of Time 10

Job Duty

Will be responsible for training new staff, and audit of calls for quality and assurance.

Percentage Of Time 20

EEO Statement

We are an equal opportunity/affirmative action employer which includes protected veterans and individuals with disabilities.

Salary: Competitive

Career Family: Administration

Job Title: Telephone Operator-Senior

Work Location: Professional Administrative Resource Center (PARC)

Benefits Eligible?: Yes

Work Schedule: Monday – Friday 10 am – 7pm with possible rotating shift

Number of hours per week: 40

Is this position required to drive a UT vehicle?: No

Combination of Relevant Education and Experience accepted: Yes

Requisition Number: 20162173

Security Sensitive Statement: All positions are security sensitive and will require criminal background checks.