Operator

Our Mission: At The Cancer & Hematology Centers we are dedicated to help, healing and hope for cancer patients and their families.

We provide our patients with advanced treatments, innovative research and, above all else, compassionate care. Our patients receive the most comprehensive, contemporary cancer care balanced with the compassion of a dedicated nursing and support staff. Treating cancer requires a team of committed and caring health care professionals working together to understand and address your needs. In addition to caring physicians, we have a full range of support staff available to assist you and your family, such as oncology-certified nurses, social workers, experienced lab and pharmacy personnel and a psychologist. Our focus is not just on healing but also on helping and offering hope. We know that being diagnosed with cancer is a life-changing event, and it takes a lot of adjustment to accept the emotional and physical realities of this disease. Our staff understands what you’re going through and can offer compassion and resources to help. To us, it’s important that healing isn't just centered on your disease site. Our cutting-edge cancer care is available close to home. Our medical staff have close ties to prominent hospitals and ongoing cancer research, and we bring those breakthrough advances to our regional centers to progress the level of care that is offered right here at home. 

Why Join Us? We are looking for talented and high-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

General Summary

The Operator manages switchboard operations for the Cancer Centers, serving as the first point of contact for patients and provider offices calling into CHC. This role is responsible for triaging incoming calls, routing them appropriately, and accurately documenting call details to support timely follow-up and resolution across departments.

CHC Team Philosophy

Must demonstrate the ability to work effectively within a team environment, with a positive attitude and can-do spirit. The primary focus must always be on doing what is best for our patients, physicians, and staff, and on demonstrating honesty and integrity in every aspect of the role.

Desired/Required Qualifications

Education:

• High School Diploma or equivalent (required)
• Associate degree (preferred)

Specific Skills & Abilities:

• Two years of work experience in a similar role or work environment
• Medical office experience preferred
• Medical assistant certification a plus
• Working knowledge of medical terminology
• Experience operating a multi-line phone system
• Working knowledge of computers and applicable software systems
• Excellent written and verbal communication skills
• Ability to review detailed information and make prompt, sound judgments based on that information
• Ability to work efficiently under tight deadlines, frequent interruptions, and high call volume
• Strong multi-tasking ability and professional appearance/demeanor

Primary Duties and Responsibilities

• Manages and responds to a high volume incoming call queue using a multi-line phone system to answer and direct incoming calls from patients and provider offices, taking accurate messages
• Triage phone calls based on urgency and route accordingly
• Transfer calls and create accurate tickets for the appropriate department based on the nature of the call
• Accurately document and enter tickets for incoming calls, ensuring all relevant details are captured to support timely follow-up and resolution
• Manage hospital consult requests
• Communicate and interact with peers and other departments in a manner that positively supports patient services and staff morale
• Interact effectively with patients and family members, demonstrating sensitivity to cultural diversity, age-specific needs, and confidentiality
• Access and reference the medical record (EMR) and Electronic Billing System (EBS) as needed to perform job duties
• Function as a team member by expanding responsibilities as directed by management to support optimal workflow within the cancer center
• All other duties as assigned

Work Environment

This role operates in a fast-paced, ever-changing office environment that is detail-oriented and technically driven. The position involves approximately 95% phone-based work and 5% walking/moving, with occasional need to transport items weighing less than 20 pounds (less than 5% of the time).

Minimum Physical Expectations

• Physical activity that frequently involves standing or walking for prolonged periods.
• Physical activity that sometimes involves keyboarding, sitting, telephone work and filing.
• Physical activity that sometimes requires extensive time working on a computer.
• Physical activity that sometimes involves travel, lifting under 25 lbs., sitting, and standing.
• Physical activity that sometimes requires bending, stooping, reaching, climbing, kneeling, and/or twisting.
• Physical activity that requires the ability to use the telephone by speaking and listening.
• Physical activity that sometimes involves pushing and/or pulling over 25 lbs., but not more than 50 lbs.