Orthopedic Call Center Specialist - Patient Care

DHR Health; Edinburg (TX); On-site; USD 19,000 - 23,000; Full time

Job summary

DHR Health’s Orthopedic Institute is seeking a Call Center Representative in Edinburg, TX. The role focuses on prompt, courteous patient communications and efficient scheduling to support high-quality care.

The representative will handle calls, route inquiries, verify demographics, and document messages in the EMR, while maintaining excellent customer service across a busy medical office environment.

Qualifications

• Minimum of one (1) year receptionist or Call Center experience preferred.
• Previous experience in a high traffic medical office setting is preferred.
• Excellent customer service and interpersonal skills.
• Computer skills required with knowledge of Microsoft Office suite.
• Good written and verbal communication skills required.

Responsibilities

• Promotes the facility mission, vision and values by effectively communicating them to others.
• Routing calls as the operator to the proper department after using the scripted greeting as prescribed by Administration.
• Scheduling, canceling, and rescheduling patient appointments.
• Scheduling the correct mix of patients for the schedule as required for each practitioner.
• Confirming patient’s upcoming appointments.
• Calling and tracking missed appointments, no show and cancelled appointments.
• Answering telephone lines with the proper scripting provided, and accurately documenting messages within the EMR system.
• Forwarding telephone calls appropriately and following up on return calls.
• Escalating phone calls to the next level of management when it is noted that patients, MD office staff or others have called previously and not been helped.
• Work the fax router or take calls in order to manage incoming referrals for referring MD offices in a timely manner.
• Work the reception desk, greeting and communicating with patients and providers, as needed.
• Checking-in patients and properly documenting registrations, as needed.
• Insurance verification and verification of patient demographics, as needed.
• Authorizing procedures or surgeries, as needed.
• File or retrieving medical records and delivering to appropriate providers or departments as needed.
• Filing or scanning patient and administrative files, as needed.
• Copy, and faxing duties.
• Collecting co-pays and cash from patients, getting authorization on credit cards, as needed.
• Entering charges, payments, and balancing the day in the computer, as needed.
• Extensive travel required on occasion.
• Other duties as assigned

Skills

Receptionist experience

Call Center experience

Customer service

Communication

Tools

Microsoft Office

Job description

DHR Health’s Orthopedic Institute is seeking a Call Center Representative in Edinburg, TX. The role focuses on prompt, courteous patient communications and efficient scheduling to support high-quality care.

The representative will handle calls, route inquiries, verify demographics, and document messages in the EMR, while maintaining excellent customer service across a busy medical office environment.