Medical Phone Operator

Foot and Ankle Clinics of Arizona PLC•Chandler, AZ

About The Position

The Medical Phone Operator serves as the first point of contact for patients calling Foot and Ankle Clinics of Arizona. This role is critical to delivering a positive patient experience by providing courteous, professional, and efficient phone support. The Medical Phone Operator manages high call volumes, accurately routes calls, assists with scheduling and basic patient inquiries, and ensures clear communication between patients, providers, and clinic staff.

Requirements

High school diploma or equivalent.
Previous experience in a medical office, call center, or customer service role preferred.
Strong verbal communication and active listening skills.
Ability to handle high call volumes while maintaining accuracy and professionalism.
Basic computer skills and ability to learn EHR and phone systems.
Strong attention to detail and organizational skills.
Ability to remain calm, empathetic, and courteous in stressful situations.

Nice To Haves

Experience in a specialty medical practice, preferably podiatry or orthopedics.
Familiarity with medical terminology.
Experience with multi‑line phone systems and EHR software.
Bilingual (English/Spanish) a plus.

Responsibilities

Answer incoming calls promptly and professionally using a polite, welcoming, and patient‑centered tone.
Verify patient identity and demographic information in the electronic health record (EHR) system.
Schedule, reschedule, and cancel appointments according to clinic guidelines and provider templates.
Route calls appropriately to clinical staff, providers, or departments based on patient needs.
Take accurate and detailed messages and ensure timely delivery to the appropriate team or provider.
Handle basic patient inquiries regarding appointments, clinic locations, hours, directions, and general policies.
Identify urgent or emergent calls and follow established escalation protocols.
Maintain patient confidentiality and comply with HIPAA regulations at all times.
Document all calls, messages, and actions taken accurately in the EHR or phone system.
Collaborate with front desk, medical assistants, and clinical staff to ensure smooth patient flow.
Demonstrate professionalism and teamwork, offering help when needed and supporting clinic operations.