Call Center/Referral Specialist

About the Role

Orthopaedic Institute of Henderson (OIH) is seeking a reliable and organized Call Center/Referral Specialist to support patient care coordination and our clinical team.

This position manages inbound and outbound calls, schedules appointments, processes referrals and medical records, verifies insurance eligibility, and delivers excellent customer service—all while maintaining accuracy, confidentiality, and a positive patient experience.

Key Responsibilities

Call Management & Scheduling

• Answer calls promptly and professionally; handle outbound scheduling, confirmations, and follow-ups

• Schedule, reschedule, and cancel appointments accurately based on physician availability

• Provide appointment reminders and pre-appointment instructions

• Monitor voicemails, document messages, and complete timely follow-up

Referral & Insurance Processing

• Receive, verify, and enter referrals into the EHR

• Coordinate with the medical team for timely referral processing

• Verify insurance eligibility and coverage prior to appointments

• Confirm co-pays, authorizations, and benefits; communicate issues to patients

• Update insurance and eligibility information in patient records

Medical Records & Billing Support

• Process medical record requests in full HIPAA compliance

• Retrieve and fulfill records for patients, insurers, and third parties

• Contact patients regarding outstanding balances professionally and courteously

Patient Communication & Coordination

• Provide clear information on office policies, procedures, and services

• Assist patients with insurance benefits and potential out-of-pocket costs

• Maintain accurate demographic, appointment, referral, and insurance data in the EHR

• Collaborate with physicians, medical assistants, and administrative staff

• Support front desk operations as needed

Qualifications

• High school diploma or equivalent required; medical office training preferred

• Prior medical office, call center, or referral experience strongly preferred

• Strong verbal and written communication skills with a professional, empathetic phone manner

• Familiarity with EHR systems and insurance portals preferred • Knowledge of HIPAA and commitment to patient confidentiality

• Excellent organization, attention to detail, and ability to multitask

• Proficiency with Microsoft Office and ability to learn new systems quickly

What We Offer

• Competitive hourly wage based on experience

• Supportive team environment in a growing orthopedic practice

• Opportunity to build skills in referrals, insurance, and patient coordination

• Consistent weekday schedule

Orthopaedic Institute of Henderson is an equal opportunity employer.