Healthcare Patient Experience Call Center Coordinator

The Centers for Advanced Orthopaedics LL; Bethesda (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

The Centers for Advanced Orthopaedics LLC is seeking a Call Center Coordinator to handle patient inquiries, referrals, and transfers with exceptional customer service. The role requires multitasking, empathy, and adherence to CAO policies to support value-based care across multiple locations.

Ideal candidates will have 2+ years in a medical call center, strong communication skills, and the ability to work independently while meeting personal and team metrics in a dynamic environment.

Qualifications

• High School Diploma or GED.
• 2+ years of call center experience, preferably in medical setting.
• Proficiency with Microsoft Office and EMR/EHR software.
• Experience collaborating across multiple functions.
• Experience in a fast-growing environment with ambiguity.
• Strong interpersonal and communication skills.
• Leadership and employee development focus.
• Independent thinker with strong decision-making ability.
• Organizational and multitasking capabilities.
• Professional presentation and English proficiency.

Responsibilities

• Answer phones and initiate referrals and inpatient transfers.
• Dictate and respond to voicemails and emails in a timely manner.
• Process payments accurately and adhere to payment plan guidelines.
• Interpret EOBs to apply payments and adjustments correctly.
• Update patient information in EMR/EHR software.
• Maintain balanced accounts and meet call center metrics.
• Collaborate with leaders to resolve escalated issues.
• Ensure compliance with laws, regulations, and CAO policies.

Skills

Customer service

Interpersonal skills

Communication

Leadership

Multitasking

Decision making

Independent worker

Education

High School Diploma or GED

Tools

Microsoft Office

EMR/EHR software

Job description

The Centers for Advanced Orthopaedics LLC is seeking a Call Center Coordinator to handle patient inquiries, referrals, and transfers with exceptional customer service. The role requires multitasking, empathy, and adherence to CAO policies to support value-based care across multiple locations.

Ideal candidates will have 2+ years in a medical call center, strong communication skills, and the ability to work independently while meeting personal and team metrics in a dynamic environment.