Telephone Operator (PBX)

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.