Job Description

JOB SUMMARY: 

 The communication operator is the first contact between the patient and the physician.  The communications operator's primary duty is to always answer the telephone in a polite and courteous manner.  Team member will, at all times, respond to patients, visitors and fellow team members in a pleasant, helpful and professional manner. 

JOB TASK LIST

1.  Answer telephone calls promptly.  Assist callers, as needed, including but not limited to, scheduling appointments, verifying directions and specifics to practice and providers and general questions.

2. Screen and direct calls to appropriate personnel and take messages

3. Retrieve and process voicemails hourly to ensure a timely response to callers

4. Remain up-to-date with all scheduling protocols and provider preferences to ensure smooth patient flow.

5. Monitor in-coming appointment requests from the patient portal and respond timely.

6. Assist with scheduling, rescheduling and canceling appointments

7. Assist new patients with necessary documentation needed for initial appt

8. Support and operate office equipment. Perform a variety of routine and non-routine clerical duties

9. Obtain necessary registration information from patient, update demographics, insurance info and general info 

10. Perform other duties as assigned 

Company Description

University of Maryland Upper Chesapeake Health (UM UCH) offers the residents of northeastern Maryland an unparalleled combination of clinical expertise, leading-edge technology, and an exceptional patient experience.

A community-based, integrated, non-profit health system, our vision is to become the preferred, integrated health system creating the healthiest community in Maryland. We are dedicated to maintaining and improving the health of the people in our community through an integrated health delivery system that provides high quality care to all. Our commitment to service excellence is evident through a broad range of health care services, technologies and facilities. We work collaboratively with our community and other health organizations to serve as a resource for health promotion and education.

 

Today, UM UCH is the leading health care system and second largest private employer in Harford County. Our 3,500 team members and over 650 medical staff physicians serve residents of Harford County, eastern Baltimore County, and western Cecil County.

 

University of Maryland Upper Chesapeake Health owns and operates:

University of Maryland Harford Memorial Hospital (UM HMH), Havre de Grace, MD

University of Maryland Upper Chesapeake Medical Center (UM UCMC), Bel Air, MD

The Upper Chesapeake Health Foundation, Bel Air, MD

The Patricia D. and M. Scot Kaufman Cancer Center, Bel Air, MD

The Senator Bob Hooper House, Forest Hill, MD

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

Education & Training:  High school diploma or equivalency

Work Orientation & Experience:  Experience operating a multi-line switchboard preferred.  Computer Experience.

Skills & Abilities:  Excellent verbal communications skills and good manual dexterity.  Ability to quickly analyze problems and develop and implement solutions.  Outstanding service excellence skills.  Must be able to work well under pressure and during emergency situations.  Able to quickly dispatch incoming calls.

Additional Information

REPORTING RELATIONSHIPS:

Supervised by: Reports to Manager of Orthopedics, Hand and Plastics practice

Supervision provided to None – may help orient new Communications Operators

All your information will be kept confidential according to EEO guidelines.

 Compensation

Pay Range: $17.262-$21.098Other Compensation (if applicable):Review the 2024-2025 UMMS Benefits Guide