Orthopedic Call Center Lead — Patient Experience

CAO; Rockville (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

Centers for Advanced Orthopaedics LLC (CAO) is seeking a Call Center Coordinator to support patient needs by answering calls, initiating referrals and transfers, and processing payments within a fast-paced orthopaedic care network.

Ideal candidates have 2+ years' call center experience in medical settings, strong customer service skills, and proficiency with EMR/EHR systems. The role emphasizes teamwork, compliance, and patient-centered service.

Qualifications

• HS diploma or GED required.
• 2+ years call center experience, preferably in medical setting.
• Proficiency with Microsoft Office and EMR/EHR software.
• Ability to collaborate across functions and handle ambiguity.
• Strong written and verbal communication; professional presentation.

Responsibilities

• Answer phones and initiate referrals or inpatient transfers.
• Dictate and respond to voicemails and emails promptly.
• Process payments accurately and adhere to payment plan guidelines.
• Interpret EOBs to apply payments and adjustments correctly.
• Update patient information in EMR/EHR accurately and timely.
• Meet personal metrics and quality service standards.
• Collaborate with leadership to resolve escalated issues.
• Ensure compliance with laws, regulations, and CAO policies.

Skills

Customer service

Multitasking

Communication

Interpersonal skills

Leadership

Decision making

Organization

Independent work

Education

High School Diploma or GED

Tools

Microsoft Office

EMR/EHR software

Job description

Centers for Advanced Orthopaedics LLC (CAO) is seeking a Call Center Coordinator to support patient needs by answering calls, initiating referrals and transfers, and processing payments within a fast-paced orthopaedic care network.

Ideal candidates have 2+ years' call center experience in medical settings, strong customer service skills, and proficiency with EMR/EHR systems. The role emphasizes teamwork, compliance, and patient-centered service.