Telephone Operator (PBX)

Telephone Operator

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.