Senior Patient Call Representative

Founded in 1950, Central Indiana Orthopedics (CIO) is a premier, independent orthopedic practice in central Indiana that delivers compassionate and expert care to patients with bone, joint and muscle injuries and conditions. CIO has locations in Fishers, Anderson, Muncie, Marion and Zionsville, and proudly serves as team physicians for Anderson University as well as supporting several local high schools. Specializing in neck-to-toe orthopedic care, patients benefit from the expertise CIO’s board-certified physicians and licensed specialists offer in joint replacement and revision, podiatry, physiatry, regenerative medicine, sports medicine and treatment of work-related injuries. CIO also offers imaging services, physical therapy, outpatient surgery and Walk-In Clinics for immediate orthopedic care.

At SCA Health, we believe health care is about people – the patients we serve, the physicians we support and the teammates who push us forward. Behind every successful facility, procedure or innovation is a team of 15,000+ professionals working together, learning from each other and living out the mission, vision and values that define our organization. 

As part of Optum, SCA Health is redefining specialty care by developing more accessible, patient-centered practice solutions for a network of more than 370 ambulatory surgical centers, over 400 specialty physician practice clinics and numerous labs and surgical hospitals. Our work spans a broad spectrum of services, all designed to support physicians, health systems and employers in delivering efficient, value-based care to patients without compromising quality or autonomy.  

What sets SCA Health apart isn’t just what we do, it’s how we do it. Each decision we make is rooted in seven core values: 

• Clinical quality 
• Integrity 
• Service excellence 
• Teamwork 
• Accountability 
• Continuous improvement 
• Inclusion 

Our values aren’t empty words – they inform our attitudes, actions and culture. At SCA Health, your work directly impacts patients, physicians and communities. Here, you’ll find opportunities to build your career alongside a team that values your expertise, invests in your success, and shares a common mission to care for patients, serve physicians and improve health care in America.    

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more. Please visit, https://careers.sca.health/why-sca, to learn more about our benefits.

Your ideas should inspire change. If you join our team, they will. 

As a Call Center Representative in our specialty clinic, you will serve as the first point of contact for patients and the public, representing over 40 providers across 5 office locations, 2 physical therapy sites, and 2 surgical centers. Our team prides itself on providing live, local, and personalized service—no outsourcing, just a close-knit and committed team focused on exceptional patient care. Your primary responsibility is to answer and triage incoming calls efficiently, accurately schedule appointments, and ensure the patient is routed to the right team or information—getting it right the first time is essential.

Roles and Responsibilities

• Promptly answer, evaluate, and route incoming calls based on patient needs, using sound judgment and established protocols.
• Schedule appointments accurately using designated event codes, auto search scheduling, and job aids specific to each provider.
• Accurately interpret caller needs and route to the correct team member, voicemail, or department—triaging effectively is a critical part of this role.
• Transfer calls to appropriate departments including clinical staff, billing, physical therapy, or surgical teams.
• Utilize FormDr, a web-based dashboard to:
• • Process new patient appointment requests
• Utilize Phreesia, a web-based dashboard to:
• • Schedule/reschedule appointments at patient request
  • Notify patients via text message for urgent appointment changes
• Maintain and update the work log to:
• • Reschedule patients due to provider calendar changes
  • Move patients up in the schedule when earlier slots open
• Assist clinical teams with creating medical charts in the EMR system and support their scheduling/rescheduling requests.
• Monitor and follow the physician on-call schedule and communicate accordingly with the answering service.
• Sort and deliver incoming/outgoing mail to appropriate departments daily.
• Answer emergency calls in accordance with established procedures.
• Maintain patient and provider confidentiality at all times.
• Participate in ongoing training, meetings, and professional development as required.
• Remain seated and actively available throughout scheduled shifts—phones ring in a queue-based system requiring constant coverage. Logging out when unavailable is crucial to our success.

Required Qualifications and Education

• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment.
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort working with multiple systems and dashboards.
• Previous experience with EMR/EHR platforms and online scheduling systems is a plus.

Key Competencies

• Accuracy & Attention to Detail: Scheduling the right type of appointment with the correct provider and location is crucial—mistakes can disrupt care plans.
• Communication: Able to clearly convey information both verbally and in writing. Adapts tone and content appropriately for the audience.
• Customer Service: Courteous, empathetic, and professional when interacting with patients, families, and internal staff—even in high-pressure or emotionally sensitive situations.
• Team-Oriented: Works well in a collaborative, tight-knit environment where reliability, cooperation, and mutual support are highly valued.
• Professionalism & Integrity: Handles confidential information appropriately, maintains a polished and courteous demeanor, and takes responsibility for decisions and actions.
• Dependability: Consistently shows up on time, remains seated and available for scheduled shifts, and follows through on assigned tasks.
• Tech-Savvy: Able to learn new tools and platforms quickly. Proficient with Microsoft Office, EMR systems, and web-based tools.

WhyJoin Us?

• Direct employment—no outsourcing
• A collaborative team culture where everyone supports one another
• An opportunity to make a real impact on patient access and experience
• Structured training, helpful job aids, and tools provided for success

Working Conditions/Physical Demands

Standard work environment is an office setting. Work requires sitting for long periods of time. Position requires viewing and typing on a computer for long periods.  Occasionally bending, lifting, and reaching required to deal with files, paper, supplies, etc., including lifting up to 25 pounds. Requires manual dexterity sufficient to operate standard office equipment (computer, telephone, copier, etc.) regularly. Vision must be correctable to 20/20. Hearing must be in the normal range for telephone contacts and to interact directly with employees. Regularly interacts with staff, physicians, business associates, and the public, which may involve dealing with angry or upset people. Work may be stressful at times.