Telephone Operator

Overview

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.

At SCRI Oncology Partners, every interaction matters. We are seeking an experienced and compassionate remote Telephone Operator to serve as the welcoming voice of our practice — the first point of contact for patients, families, and medical professionals reaching out to our team. The ideal candidate is skilled at managing multiple lines with professionalism and efficiency, and has a knack for quickly assessing the needs of each caller and connecting them with the right department (triage, new patient scheduling, providers, etc.).

SCOPE:

As an integral part of the SCRI Oncology Partners team, the Telephone Operator is responsible for managing a full range of switchboard duties under general supervision, including triaging calls, relaying messages, and serving as a vital liaison between patients and medical staff. Clerical support is provided as needed to keep the practice running smoothly. All responsibilities are performed in accordance with the US Oncology Compliance Program, including the Code of Ethics and Business Standards. While this is a remote position, candidates must reside within commuting distance of our Nashville practice, as in-person attendance is required for initial training and any practice-wide meetings to ensure a strong start and ongoing connection to our team and mission.

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.

Qualifications

• High school diploma or equivalent required.
• At least 2-3 years of operator 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. 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.