Call Center Representative

Appointment Scheduler

Boulder Centre for Orthopedics & Spine is a leading orthopedic and sports medicine practice dedicated to providing exceptional patient care. We are seeking a friendly, organized, and customer-focused Appointment Scheduler to join our team.

The Call Center Representative is often the first point of contact for patients. This role answers calls, schedules appointments, registers new patients, verifies insurance, and delivers excellent customer service. The ideal candidate is professional, detail-oriented, and thrives in a fast-paced medical environment.

Department: Front Desk Reports To: Front Desk Manager Schedule/Type: Full-Time | Remote | Hourly Compensation: $19.00–$26.00 per hour, commensurate with experience Bonus Eligibility: No

Essential Duties and Responsibilities

• Answer and direct incoming calls using a multi-line phone system.
• Schedule new patient, follow-up, same-day, and urgent appointments according to established protocols.
• Register new patients and accurately enter demographic and insurance information into the electronic medical record (EMR).
• Verify insurance eligibility and assist patients with appointment-related questions.
• Promote and support patient pre-check-in workflows.
• Maintain accurate provider schedules and update cancellations, additions, and schedule changes promptly.
• Communicate effectively with providers and clinical staff regarding scheduling concerns or patient needs.
• Deliver exceptional customer service while maintaining professionalism and empathy.
• Meet departmental performance expectations, including call answer rates, scheduling accuracy, and response times.
• Follow HIPAA guidelines and maintain patient confidentiality at all times.
• Assist at the front desk when needed to support clinic operations.
• Perform other duties as assigned.

Qualifications

Education

• High school diploma or equivalent required.
• Associate degree preferred.

Experience

• Minimum one year of appointment scheduling, medical reception, call center, or customer service experience required.
• Previous experience in a medical office or healthcare setting preferred.
• Experience working with EMR systems and insurance verification preferred.

Knowledge, Skills, and Abilities

• Understanding of HIPAA regulations and patient confidentiality requirements.
• Knowledge of medical insurance plans and eligibility verification processes.
• Familiarity with medical terminology and scheduling procedures.
• Strong verbal and written communication skills.
• Excellent customer service and conflict-resolution abilities.
• Ability to remain calm and professional when assisting patients with urgent needs.
• Strong attention to detail and organizational skills.
• Proficiency in Microsoft Office and healthcare scheduling software.
• Ability to work independently and as part of a team in a fast-paced environment.

Work Environment

This position is based in a medical office setting with occasional remote work opportunities, depending on business needs. The role requires extended periods of sitting, frequent telephone communication, and regular computer use.

Company-Paid Benefits

• Basic Life and AD&D Insurance (Guardian)
• 16 days of PTO annually
• 7–7.5 paid holidays annually
• Employee Assistance Program (EAP)
• 401(k) Safe Harbor Contribution

Additional Voluntary Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Short-Term Disability
• Voluntary Life and AD&D Insurance
• Identity Theft Protection
• Legal Coverage
• Optional Protection Benefits, including: Accident Insurance, Hospital Indemnity Insurance, Cancer Care Insurance, Critical Illness Insurance, 401(k)