Job Description:

The Call Center Representative in an orthopedic setting is responsible for providing excellent customer service by handling incoming and outgoing calls related to patient inquiries, appointment scheduling, insurance verification, and general information about orthopedic services. This role requires a strong understanding of orthopedic terminology, efficient communication skills, and the ability to manage multiple tasks in a fast-paced medical environment.

Key Responsibilities:

• Answer incoming calls from patients, providers, and referring offices in a professional and courteous manner.

• Schedule, reschedule, and confirm appointments for orthopedic consultations, procedures, and follow-ups.

• Provide accurate information about services, providers, and clinic policies.

• Verify insurance details and assist patients with basic billing or coverage questions.

• Document all patient interactions in the electronic medical records (EMR) system.

• Triage calls to appropriate departments or clinical staff when necessary.

• Maintain patient confidentiality and adhere to HIPAA regulations.

• Support administrative and front desk staff as needed.

Qualifications:

• High school diploma or equivalent required; medical office or call center experience preferred.

• Knowledge of medical terminology, especially related to orthopedics, is a plus.

• Strong communication, customer service, and problem-solving skills.

• Proficiency in using scheduling software and electronic health record (EHR) systems.

• Ability to multitask and remain organized under pressure.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

^*As a job position within our Revenue Cycle division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing financial and confidential information, handling financial and other payment data, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.