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Role overview

A growing orthopedic specialty practice is looking for a polished, caring, and highly organized Telephone Operator to be the first person patients speak with. This role is central to delivering strong service by handling a large number of incoming calls, connecting patients to the right teams, arranging appointments, and keeping communication accurate across the practice. The ideal hire communicates clearly, stays composed in a busy medical setting, and brings empathy and professionalism to every call.

Key responsibilities

Answer a large volume of incoming calls quickly, politely, and in a professional manner.
Direct callers to the correct department, clinician, or team member.
Share information with patients about appointments, clinic locations, directions, office hours, and general practice policies.
Confirm patient details and enter updates into the electronic medical record system.
Use the approved process for urgent calls and promptly pass clinical concerns to the appropriate staff.
Protect patient privacy and follow HIPAA confidentiality requirements.
Handle routine patient concerns with professionalism and work toward practical resolutions.
Maintain a calm, positive, patient-focused approach in every interaction.

Qualifications and requirements

High school diploma or an equivalent qualification.
At least 1 year of customer service experience.
Strong verbal and written communication abilities.
Good telephone manners and interpersonal skills.
Comfort working with multiple tasks in a busy environment.
Solid organizational skills and effective time management.
Basic computer skills, including familiarity with Microsoft Office.
Ability to work professionally while keeping information confidential.
Prior experience in a medical office, physician practice, or healthcare call center.
Understanding of medical terminology.
Experience with electronic medical record systems.
English/Spanish bilingual ability is an advantage.
Comfort with prolonged sitting, frequent phone/headset use, clear communication, and occasional lifting up to 20 pounds.
Ability to work in a fast-moving orthopedic specialty practice with frequent contact with patients, physicians, clinical staff, and administrative teams.

Benefits

Competitive compensation.
Medical, dental, and vision coverage.
Paid time off.
Paid holidays.
401(k) retirement plan with employer contribution match.
Life insurance and disability insurance.

Additional information

This position supports a high-volume orthopedic medical practice where teamwork, compassion, and clinical excellence are key. The Telephone Operator helps shape the patient experience by ensuring calls are handled efficiently and respectfully while supporting a dedicated orthopedic care team.

Telephone Operator (PBX)

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