Telephone operator

Job Description

Job DescriptionWe 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.

Key Responsibilities

• Answer 80150 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 escalate to nurses or physicians promptly.
• Collect and update patient demographic information, pain scores, and preferred pharmacy details in EHR/EMR (e.g., eClinicalWorks, 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).

Required Qualifications

• 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 skillsespecially 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.

Key Competencies

• 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.

Physical Requirements

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

Benefits

• 401(k) with employer match