Call Center Representative (74052)
About The Position
Orthopedic Associates of Lancaster (OAL) is seeking a highly organized and patient-focused Call Center Representative to support a fast-paced, multi-specialty orthopedic practice. This role serves as the first point of contact for patients and plays a critical role in coordinating care across various orthopedic subspecialties (e.g., sports medicine, joint replacement, hand, trauma, and pain management). The ideal candidate demonstrates strong critical thinking skills, the ability to navigate complex scheduling protocols, and a commitment to delivering an exceptional patient experience while managing high call volumes.
Requirements
- High School Diploma or equivalent.
- Proficiency with windows-based computer programs.
- Minimum of one (1) year of experience working with the public.
Nice To Haves
- Prior experience in a medical call center or physician practice, ideally within orthopedics or a multi-specialty setting.
- Experience with Epic or other electronic medical record (EMR) systems is strongly preferred.
- Familiarity with insurance verification processes and referral requirements.
- Ability to quickly learn and apply provider-specific scheduling guidelines and workflows.
- Strong attention to detail and problem-solving skills.
- Professional demeanor with a patient-first mindset and a positive, adaptable attitude.
- Excellent verbal communication skills and the ability to manage multiple tasks simultaneously.
- Demonstrated ability to work independently and as part of a team in a fast-paced setting.
Responsibilities
- Serve as the primary point of contact for incoming patient calls, delivering professional, courteous, and efficient service at all times.
- Schedule patient appointments in alignment with provider-specific protocols, subspecialty requirements, and clinical urgency.
- Accurately triage calls to appropriate departments, providers, or clinical staff based on patient needs.
- Coordinate new and established patient visits, including appropriate appointment types (e.g., follow-ups, post-ops, urgent visits, second opinions).
- Maintain a working knowledge of multiple orthopedic subspecialties to ensure accurate scheduling and call handling.
- Collect, verify, and update patient demographic and insurance information with a high degree of accuracy.
- Utilize electronic medical record (EMR) systems to document interactions, manage scheduling workflows, and support continuity of care.
- Conduct outbound calls for appointment confirmations, rescheduling, follow-ups, and coordination with referring providers or facilities.
- Collaborate with clinical and administrative teams to resolve scheduling conflicts and optimize provider templates.
- Adhere to organizational policies, HIPAA regulations, and patient confidentiality standards.
- Performs other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
