Job Description

Telephone Operator

This position is located at the Absentee Shawnee Tribal Health System in Oklahoma. The Health Systems are an outpatient multi-disciplinary clinic established and managed by the Absentee Shawnee Tribe of Oklahoma. The telephone operator serves as the first point of contact for guests and patients. Responsibilities include answering and directing incoming calls, connecting callers, and providing essential information with professionalism. The primary function is to answer incoming calls, screen them, and direct them to the appropriate department or person. Attendance is essential to achieving success in this role. Consistently showing up reflects reliability, dedication, and a readiness to meet the responsibilities and expectations required for effective performance. Employees are expected to carry out their duties with focus, contribute to a collaborative and respectful environment, and avoid actions that may disrupt team dynamics or productivity. Upholding professionalism and cultivating a positive and cooperative atmosphere are fundamental to excelling in this position.

Responsibilities & Duties

• Operator use telephone switchboards or computerized systems to connect callers with the correct party, ensuring calls are completed accurately.
• Answer general inquiries, provide directions, or relay messages between parties as needed.
• Operator may take and transmit messages for individuals or departments.
• Play a crucial role in maintaining effective communication within and between departments.
• Act as the first point of contact for internal and external customers, guests and patients requiring excellent communication and customer service skills.
• Provide organizational information to callers using printed directories.
• Provides routine, authorized information) i.e. telephone and extension numbers, names and locations to caller's inquiries).
• Maintain records used as guidelines in telephone operational and reception, such as telephone directories.
• Provide clerical support for administrative staff; as needed.
• Sort and distribute incoming mail, interoffice mail, and outgoing mail.
• Occasionally assist with tasks like photocopying and faxing as needed.
• Must provide customer service on a high level.
• Perform other related duties as assigned.

Education Requirements and Qualifications

• High school graduation or the equivalent.
• Two years of customer service experience.
• One year generalized switchboard experience preferred.
• Progressively responsible clerical, office or other work that indicates ability to perform the duties of the position.

Knowledge, Skills and Abilities

• Familiarity with telephone systems, switchboards, and call-routing procedures.
• Excellent communication skills.
• Problem solving skills.
• Ability to handle diverse callers and situations with ease.
• Ability to maintain composure during high-stress or challenging situations.
• Must be able to problem solve routinely occurring issues and problems.
• Self-motivated.
• Good organizational skills.
• Ability to be punctual.
• Ability to work well with others.
• Must have a valid Oklahoma Driver's License.
• Must be able to pass a background check and drug test.

Physical Requirements and Working Conditions

• Must be able to sit, stand, stoop, bend or kneel for long periods of time.
• Prolonged sitting, standing, or walking; occasional bending, squatting, kneeling, and stooping; good finger dexterity and sensory perception; frequent repetitive motions; as well as talking, hearing, and visual acuity are required.
• Frequent lifting (up to 15 lbs)
• Occasional lifting (up to 30 lbs)

The Absentee Shawnee Tribe of Oklahoma (AST) is committed to Equal Employment without regard to race, religion, color, gender, national origin, age, disability, or sexual orientation. However, in accordance with the Indian Preference Act (Title 25 U.S. Code 472 and 473) preference in filling vacancies are given to qualified Indian candidates. AST will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and its amendments.

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