Call Center Representative (73599)

Join Our Team at Orthopedic Associates of Lancaster (OAL)

At Orthopedic Associates of Lancaster (OAL), we’re more than just a medical practice—we’re a trusted part of the community. For generations, families across Central Pennsylvania have turned to us for expert orthopedic care delivered with compassion, innovation, and integrity.

With five convenient locations—Lancaster, Willow Street, Manheim (at the Spooky Nook Sports Complex), Lebanon, and Ephrata—OAL offers a dynamic and patient-centered work environment. We’re proud to be consistently recognized for our cutting-edge technology, advanced procedures, and warm, professional staff. Our team includes not only leading orthopedic physicians and surgeons, but also dedicated professionals across clinical and administrative roles who make exceptional care possible every day.

OAL is privately owned by our surgeons and supported by a team of 400+ employees who share a commitment to excellence. At our Lancaster and Lebanon campuses, we operate our own outpatient orthopedic surgery center—NPSC—where we perform a wide range of surgeries, including total joint replacements, using the most advanced techniques available.

When you join OAL, you're joining a respected organization where your work makes a difference. Whether you’re clinical, clerical, or somewhere in between, we offer a culture of collaboration, opportunity, and purpose—all in service of helping people live stronger, healthier lives.

Call Center Representative

Position Type: Full-time/No weekends/No Holidays

Summary/Objective:

We are seeking a highly organized and patient-focused Call Center Representative to support a fast-paced, multi-specialty orthopedic practice. This role serves as the first point of contact for patients and plays a critical role in coordinating care across various orthopedic subspecialties (e.g., sports medicine, joint replacement, hand, trauma, and pain management).

The ideal candidate demonstrates strong critical thinking skills, the ability to navigate complex scheduling protocols, and a commitment to delivering an exceptional patient experience while managing high call volumes.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Serve as the primary point of contact for incoming patient calls, delivering professional, courteous, and efficient service at all times.
Schedule patient appointments in alignment with provider-specific protocols, subspecialty requirements, and clinical urgency.
Accurately triage calls to appropriate departments, providers, or clinical staff based on patient needs.
Coordinate new and established patient visits, including appropriate appointment types (e.g., follow-ups, post-ops, urgent visits, second opinions).
Maintain a working knowledge of multiple orthopedic subspecialties to ensure accurate scheduling and call handling.
Collect, verify, and update patient demographic and insurance information with a high degree of accuracy.
Utilize electronic medical record (EMR) systems to document interactions, manage scheduling workflows, and support continuity of care.
Conduct outbound calls for appointment confirmations, rescheduling, follow-ups, and coordination with referring providers or facilities.
Collaborate with clinical and administrative teams to resolve scheduling conflicts and optimize provider templates.
Adhere to organizational policies, HIPAA regulations, and patient confidentiality standards.
Performs other related duties as assigned.