Telephone Operator (PBX)

Description

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.