Telephone operatorFront Desk

Benefits

• 401(k) matching
• Bonus based on performance
• Paid time off
• 401(k) with employer match

We are seeking a compassionate, detail-oriented Telephone Operator to serve as the first point of contact for patients seeking pain relief. The ideal candidate will manage a high volume of inbound calls with empathy, efficiency, and professionalism while scheduling appointments, triaging urgent pain concerns, and supporting our clinical team in delivering exceptional patient care.

New Hire will need to learn Front Desk to go to Brentwood location on Mondays and then Tuesday‑Friday answer phones in Mount Juliet location.

• Answer 80–150 incoming calls per day on a multi-line phone system with a warm, calming demeanor.
• Schedule new patient consultations, follow‑ups, procedures (e.g., epidural injections, nerve blocks, trigger‑point injections), and medication refills.
• Triage urgent calls (e.g., severe flare‑ups, medication reactions, post‑procedure complications) and expedite to nurses or physicians promptly.
• Collect and update patient demographic information, pain scores, and preferred pharmacy details in EHR/EMR (e.g., eClinical
  
  Works, Epic, Athenahealth).
• Coordinate with referring physicians, imaging centers, and pharmacies.
• Manage voicemail, return patient calls within 1 business hour, and resolve inquiries regarding office policies, billing, and controlled‑substance agreements.
• Assist with reminder calls, no‑show rescheduling, and confirmation texts.
• Maintain strict HIPAA compliance and patient confidentiality at all times.
• Perform light administrative tasks (scanning, faxing, mailing controlled‑substance prescriptions to pharmacies).

• High school diploma or equivalent.
• 1+ years of high‑volume call center or medical front‑desk experience (pain management, orthopedics, or neurology preferred).
• Exceptional phone etiquette and active listening skills—especially with patients in chronic pain or distress.
• Typing speed ≥ 45 WPM with high accuracy.
• Proficient in Microsoft Office and comfortable learning new EHR/PM software.

• Empathetic and patient‑focused attitude.
• Ability to remain calm under pressure and de‑escalate upset callers.
• Strong multitasking and prioritization skills.
• Knowledge of medical terminology (e.g., radiculopathy, fibromyalgia, CRPS, opioid management) a plus.

• Ability to sit for extended periods and wear a headset.
• Occasional lifting of up to 20 lbs (files, office supplies).