Telephone Operator (PBX)

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

We offer a comprehensive benefits package that may include:

· 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.