Appointments / Call Center Representative New England Orthopedic Surgeons Springfield, MA Job Details Full-time $20

•$23 an hour 1 hour ago Qualifications Computer operation Patient scheduling systems Medical software Phone communication High school diploma or GED Productivity software Clinical confidentiality policies

Full Job Description Department:

Clinical Status:

Non-Exempt /

Hourly Reports To:

Call Center Supervisor Schedule:

Monday

•Friday, 8:30AM

•5:00

PM Pay Range:

$20

•$23 Position Summary 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. Key Responsibilities 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.

Qualifications & Requirements 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. Physical Requirements 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. Work Environment This position operates in a professional medical office environment with regular patient interaction. The role involves frequent telephone communication, extended computer use, and working in a fast-paced clinical setting where priorities may change throughout the day. Employees may experience periods of increased call volume and time-sensitive scheduling demands while maintaining a courteous, professional, and patient-focused approach. Why Join NEOS? At New England Orthopedic Surgeons (NEOS), we are proud to provide high-quality orthopedic care to our community. As part of our team, you will play an important role in helping patients access the care they need by making their scheduling experience as smooth and welcoming as possible. When you join NEOS, you become part of a collaborative, patient-focused team that values professionalism, teamwork, and exceptional service. If you enjoy helping people, staying organized, and working in a fast-paced healthcare environment, we would love to have you on our team!