FDRCC,Front Desk Receptionist/Call Center
About The Position
Orthopaedic Institute of Henderson (OIH) is seeking a reliable and organized Call Center/Referral Specialist to support patient care coordination and the clinical team. The role manages inbound and outbound calls, schedules appointments, processes referrals and medical records, verifies insurance eligibility, and provides customer service while maintaining accuracy, confidentiality, and a positive patient experience. The position also supports front desk operations as needed and works with physicians, medical assistants, and administrative staff. It offers a consistent weekday schedule and an opportunity to build skills in referrals, insurance, and patient coordination.
Requirements
- High school diploma or equivalent.
- Strong verbal and written communication skills and a professional, empathetic phone manner.
- Knowledge of HIPAA and commitment to patient confidentiality.
- Excellent organization and attention to detail, with the ability to multitask.
- Proficiency with Microsoft Office and ability to learn new systems quickly.
Nice To Haves
- Medical office training.
- Prior medical office, call center, or referral experience.
- Familiarity with EHR systems and insurance portals.
Responsibilities
- Answer inbound calls promptly and professionally; handle outbound scheduling, confirmations, and follow-ups.
- Schedule, reschedule, and cancel appointments accurately based on physician availability.
- Provide appointment reminders and pre-appointment instructions.
- Monitor voicemails, document messages, and complete timely follow-up.
- Receive, verify, and enter referrals into the EHR.
- Coordinate with the medical team to ensure timely referral processing.
- Verify insurance eligibility and coverage before appointments.
- Confirm co-pays, authorizations, and benefits, and communicate issues to patients.
- Update insurance and eligibility information in patient records.
- Process medical record requests in full HIPAA compliance.
- Retrieve and fulfill records for patients, insurers, and third parties.
- Contact patients regarding outstanding balances professionally and courteously.
- Provide clear information on office policies, procedures, and services.
- Assist patients with insurance benefits and potential out-of-pocket costs.
- Maintain accurate demographic, appointment, referral, and insurance data in the EHR.
- Collaborate with physicians, medical assistants, and administrative staff.
- Support front desk operations as needed.
Benefits
- Competitive hourly wage based on experience.
- Supportive team environment in a growing orthopedic practice.
- Opportunity to build skills in referrals, insurance, and patient coordination.
- Consistent weekday schedule.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
