Telephone Operator
Our growing orthopedic sub-specialty medical practice is seeking a professional, compassionate, and highly organized Telephone Operator to serve as the first point of contact for our patients. The Telephone Operator plays a critical role in delivering exceptional customer service by efficiently managing a high volume of incoming calls, directing patients to the appropriate departments, scheduling appointments, and ensuring accurate communication throughout the practice. The ideal candidate is an excellent communicator who thrives in a fast-paced medical environment, possesses outstanding customer service skills, and demonstrates professionalism and empathy with every interaction.
Essential Duties & Responsibilities
- Answer a high volume of incoming telephone calls promptly, professionally, and courteously.
- Route calls to the appropriate departments, providers, or staff members.
- Provide patients with information regarding appointments, office locations, directions, office hours, and general practice policies.
- Verify patient demographics and update information within the electronic medical record (EMR).
- Follow established protocols for urgent calls and appropriately escalate medical concerns to clinical staff.
- Maintain patient confidentiality in accordance with HIPAA regulations.
- Respond professionally to patient concerns and resolve routine issues whenever possible.
- Maintain a positive, patient-centered attitude during all interactions.
Qualifications
- High school diploma or equivalent.
- Minimum of one (1) year of customer service experience.
- Excellent verbal and written communication skills.
- Strong telephone etiquette and interpersonal skills.
- Ability to multitask in a fast-paced environment.
- Strong organizational and time management skills.
- Basic computer proficiency, including Microsoft Office applications.
- Ability to maintain confidentiality and professionalism.
- Previous experience in a medical office, physician practice, or healthcare call center.
- Knowledge of medical terminology.
- Experience using electronic medical record (EMR) systems.
- Bilingual (English/Spanish) is a plus.
Knowledge, Skills & Abilities
- Outstanding customer service skills with a patient-first approach.
- Ability to remain calm and professional during high-volume call periods.
- Strong attention to detail and accuracy.
- Excellent listening and problem-solving abilities.
- Ability to prioritize multiple tasks efficiently.
- Dependable, punctual, and adaptable.
Physical Requirements
- Prolonged periods of sitting and computer use.
- Frequent use of telephone and headset.
- Ability to communicate clearly with patients and staff.
- Occasional lifting of up to 20 pounds.
Work Environment
- Fast-paced orthopedic specialty medical practice.
- Frequent interaction with patients, physicians, clinical staff, and administrative personnel.
- High-volume telephone environment requiring excellent attention to detail and professionalism.
Benefits
- Competitive compensation
- Medical, dental, and vision insurance
- Paid time off (PTO)
- Paid holidays
- 401(k) retirement plan with employer match
- Life and disability insurance
Our orthopedic practice is committed to providing exceptional patient care through teamwork, compassion, and clinical excellence. As a Telephone Operator, you will play a vital role in creating a positive patient experience while supporting a team of highly skilled orthopedic specialists dedicated to improving the lives of our patients. If you are passionate about customer service, enjoy working in a collaborative healthcare environment, and want to make a difference every day, we encourage you to apply.