Switchboard Operator - Healthcare

    • Job Tracking ID: 512708-769247
    • Job Location: Scarborough, ME
    • Job Level: Mid Career (2+ years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: April 23, 2021
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

New England Cancer Specialists (NECS) is currently seeking a full-time Switchboard Operator (known internally as a First Responder) to join our growing practice. The First Responder has the very important task of being the first point of contact for anyone calling NECS. First Responders are responsible for triaging all incoming calls to the practice. They provide outstanding customer service by greeting callers, determining their needs, providing reassurance and then disseminating the needed information to appropriate NECS staff using a variety of communication methods.

NECS is a private medical practice composed of 13 oncologists and hematologists serving the region from 5 different locations in Maine and New Hampshire. Our mission is to make life better for people with cancer and blood disorders. Kindness, compassion, and respect are part of everything that we do - from our phone operators to our physicians, every person on our team is important, and everyone makes a difference. We are proud to be an adult oncology member of the Dana-Farber Cancer Care Collaborative, striving to provide the highest quality care and unmatched, holistic support for every patient, every day

Job Duties:

  • Answering all incoming phone calls to practice in a small call center environment using a multi-line phone system.
  • Determines how to handle the call according to triage guidelines, caller need and patient status. Utilizes Electronic Medical Record [EMR] to confirm patient status for call pathway determination.
  • Route emergency calls appropriately.
  • Communicating with answering service daily, taking practice on and off answering service. Designates answering service messages to appropriate staff; entering clinical messages onto the dashboard and faxing administrative messages to appropriate NECS sites.
  • Logs real-time information while speaking with a caller (physician’s office, patient, nurse, etc.). Information logged in to dashboard pathways form.
  • Transfers calls according to guidelines; utilizing electronic staff schedules to ensure calls are routed to correct staff members.
  • Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
  • Adheres to all HIPAA guidelines/regulations.
  • Assists with Medical Records duties during down time.
  • Communicates all technical issues to supervisor in a timely manner to prevent any patient impact.

Monday-Friday work week, no nights or weekends
Travel: Rare


Experience and Skills:

  • High School Diploma or GED.
  • Knowledge of Medical Terminology required
  • Experience in medical practice as a Medical Assistant or Medical Secretary preferred.
  • Switchboard experience preferred.
  • Excellent customer service skills,
  • Can maintaining effective working relationships with patients, medical staff, and the public.
  • Ability to speak clearly and concisely.
  • Answering the phone pleasantly and helpfully.
  • Able to operate multi-line phone, copy machine and fax machine.
  • Demonstrate ability and experience using office multiple software systems such as MS Office, electronic mail and the EMR system.
  • Ability to organize and coordinate multiple activities.
  • Ability to adapt to constant change and a fast pace.
  • Ability to communicate effectively with internal and external customers.
  • Ability to work independently and in a team environment.


New England Cancer Specialists offers competitive pay and a comprehensive benefits package to our employees.  Our benefits include medical, prescription, dental, and vision insurances.  Company-paid Life Insurance, Short Term, and Long-Term disability insurances as well as Long Term Care insurance.  Other benefits include a company-sponsored retirement program, generous Paid Time Off in addition to 10 Company-paid holidays, a Wellness Program, and other voluntary benefits.

Equal Employment Opportunity Policy

New England Cancer Specialists provides equal employment and promotional opportunity to all qualified employees and applicants, on the basis of experience, knowledge, training, education, ability to perform the essential functions of a position, and overall performance. All employment and promotional opportunities will be conducted in a lawful basis without regard to an individual’s race, gender, age, religion, national origin, ancestry, color, physical or mental disabilities, sexual orientation, marital status, veteran status, or other characteristic protected under Federal, State, or local law.

If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time by contacting Human Resources at (207) 303-3372 or email us at jobs@newecs.org.