Call Center Representative

About the role

Join Genesis Orthopedics & Sports Medicine as a Call Center Representative, providing friendly and efficient phone support to patients, physicians, and partner agencies. You will be the first point of contact, helping callers navigate appointments, insurance verification, and general inquiries while upholding the organization’s commitment to accessible, high‑quality orthopedic care.

Key responsibilities

• Answer a high volume of inbound calls, delivering courteous and accurate assistance.
• Register new patients, update demographics, and manage appointment scheduling, rescheduling, cancellations, and verification.
• Verify patient insurance coverage and enter relevant information into the Epic electronic health record system.
• Document telephone messages according to SGMF messaging policies and route them to the appropriate Epic pool.
• Collaborate with internal staff to resolve patient needs and meet call‑center performance goals.

Required profile

• High school diploma or GED; college or vocational training is a plus.
• Minimum 1 year of direct customer‑service experience, preferably in a medical setting.
• At least six months of appointment‑scheduling experience.
• Strong English reading, writing, and verbal communication skills.
• Ability to maintain professionalism, confidentiality, and composure during repetitive, high‑stress calls.

Required skills

• Proficiency with Windows operating systems.
• Experience using Epic electronic health record software.

What we offer

• Opportunity to contribute to a mission‑driven healthcare organization.
• Collaborative team environment focused on patient‑centered service.