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Job: Switchboard Operator

This posting has expired and is no longer available.

Jobing Description

The Switchboard Operator will ensure the patient experience is a pleasant and effortless one. The operator is expected to have the switchboard open and operating promptly at 8:00 a.m. and throughout the day until 6:00 p.m. Relief switchboard coverage will be provided for a one-hour lunch, as well as morning and afternoon breaks of 10 minutes each.

• Answer incoming calls on multi-line phone system; screen calls thoroughly and direct accordingly.

• Professionally administer all incoming calls.

• Greet patients in a professional, friendly, hospitable manner, always identify yourself with name and title.

• Ensure patients confidentiality by adhering to HIPPA policies.

• Identify caller and need, address caller by name, and introduce the person/department to whom the caller will be transferred.

• Take messages as necessary; then distribute messages. Use voice mail whenever possible.

• Verify/update demographic information on all patients

• If making an appointment for an insurance patient, complete all information enabling eligibility accuracy.

• Pay attention to exam and recall schedules at least two days in advance and work to keep all available appointments booked.

• Work recall/broken appointment reports according to department procedures.

• Confirm appointment schedules as directed by a supervisor or designated person.

• Schedule appointments.  Answer questions patients may have as related to treatment, if unsure seek assistance.

• Perform any other duties requested by management to insure patient satisfaction.

• Demonstrate attention to detail.


Skills / Requirements

Experience: 1 year of Multi Phone Line/switchoard experience

Bilingual: English - Spanish

Education:  High school diploma or general education degree (GED);

Language Ability:  Ability to read and comprehend simple instructions, short correspondence, and memos.    Ability to effectively present information in one-on-one situations to patients, parents, and other employees of the  organization.

Math Ability:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,  common fractions, and decimals.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in  written,  oral, or diagram form.

Computer Skills:  To perform this job successfully, an individual should have knowledge of QSI database  software.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service: Manages difficult or emotional patient situations; responds promptly to patient needs;  responds to requests for service and assistance. 

Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets  clarification; responds well to questions. 

Interpersonal: Maintains confidentiality; listens to others without interrupting; keeps emotions under control;  remains open to others' ideas.

Technical Skills: Strives to continuously build knowledge and skills; shares expertise with others.

Team Work: Balances team and individual responsibilities; exhibits objectivity and openness to others'  views;  welcomes feedback; supports everyone's efforts to succeed. 

Written Communication: Writes clearly and informatively; Able to read and interpret written information. 

Organizational Support:  Follows policies and procedures; supports organization's goals.   

Adaptability:  Adapts to changes in the work environment; Able to deal with frequent change, delays, or  unexpected events. 

Attendance/Punctuality: Is consistently at work and on time; arrives at meetings and appointments on  time.