Appointments​/Call Center Representative

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Full Time Springfield, MA, US

3 days ago Requisition

Salary Range: $20.00 To $23.00 Hourly

Department: Clinical
Status: Non-Exempt / Hourly
Reports To: Call Center Supervisor

Schedule: Monday - Friday, 8:30AM - 5:00PM

Pay Range: $20 - $23

New England Orthopedic Surgeons (NEOS) is seeking a friendly, organized, and patient-focused Appointments / Call Center Representative to support our busy clinical practice. This position serves as a primary point of contact for patients, assisting with appointment scheduling, managing a high volume of incoming calls, and providing accurate information regarding practice services and procedures.

The ideal candidate has excellent communication skills, strong attention to detail, and the ability to efficiently coordinate appointments while delivering a positive patient experience. Medical office experience and familiarity with medical terminology are preferred.

• Answer incoming calls promptly and professionally using the established three-part telephone greeting.
• Schedule, cancel, and reschedule patient appointments in accordance with physician guidelines, scheduling templates, and practice procedures.
• Manage a high volume of incoming calls while maintaining a professional, courteous, and patient-centered approach.
• Obtain and verify patient demographics and insurance information for new and established patients.
• Determine appropriate appointment types and scheduling needs based on physician guidelines, patient needs, and appointment availability.
• Coordinate urgent appointments and promptly notify the appropriate clinical staff and providers when necessary.
• Route calls to the appropriate department or staff member to ensure timely and accurate communication.
• Handle emergency calls promptly and follow established procedures for escalating urgent patient concerns.
• Complete triage forms accurately and route information to the appropriate clinical personnel when indicated.
• Follow established Workers' Compensation protocols and requirements prior to scheduling appointments.
• Utilize the paging system in accordance with practice procedures.
• Maintain awareness of daily physician schedules, appointment availability, and scheduling changes.
• Communicate general practice information, including appointment procedures and office policies, accurately and professionally.
• Maintain accurate and complete patient information within the scheduling and medical office systems.
• Protect patient confidentiality and comply with applicable HIPAA requirements and organizational policies.
• Perform other related duties as assigned.

Education:

• High school diploma or equivalent required.

Experience:

• Medical office or healthcare customer service experience preferred.
• Previous experience with appointment scheduling, call center operations, or high-volume telephone systems preferred.
• Familiarity with medical terminology and electronic medical office systems preferred.

Skills & Abilities:

• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with patients, providers, and staff.
• Strong organizational skills and attention to detail.
• Ability to manage a high volume of calls while maintaining accuracy and providing quality patient service.
• Ability to prioritize tasks, manage competing demands, and respond appropriately to urgent scheduling needs.
• Ability to follow physician scheduling guidelines, appointment templates, and established office procedures.
• Ability to handle sensitive patient information with discretion and maintain confidentiality.
• Basic computer proficiency, including Microsoft Office and medical scheduling software.
• Ability to work effectively in a fast-paced, team-oriented medical practice.

• Ability to sit and work at a computer for extended periods, including viewing a computer monitor for up to 6+ hours per day.
• Ability to perform repetitive movements and occasional walking, standing, bending, stooping, reaching, kneeling, crouching, and climbing stairs.
• Visual and hearing acuity, with or without reasonable accommodation, sufficient to perform the essential functions of the position.

This position operates in a professional medical office environment with regular patient interaction. The role involves frequent…