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Role Description

Join a leading musculoskeletal care network through our partnership with United Musculoskeletal Partners (UMP), supporting Panorama Orthopedics & Spine Center, a premier orthopedic practice known for its commitment to clinical excellence and patient outcomes.

The Patient Appointment Scheduling Lead provides day-to-day operational support for a fully remote orthopedic call center by serving as a subject matter expert, resource, and point of escalation for call center staff. This role monitors and interprets performance dashboards across all call center departments, supports supervisory staff, and helps drive continuous improvement in service quality, efficiency, and the overall patient experience. The Lead also serves as a trainer and partners closely with another trainer to support new-hire onboarding, ongoing staff education, and consistent workflow execution. To ensure operational continuity and effective staff support, this position requires comprehensive cross-training across all call center departments.

Qualifications

• High school diploma or equivalent required.
• Strong knowledge of orthopedic scheduling workflows and provider preferences.
• Ability and willingness to be cross-trained and functionally proficient in all call center departments, including general call queue, radiology scheduling, referrals, worker’s compensation, and switchboard operations.
• Excellent communication, problem-solving, and organizational skills.

Requirements

• Prior experience (3yrs min.) in healthcare call center or patient access experience.
• Experience interpreting call center metrics and dashboards.
• Previous leadership, lead, supervisory, or training experience.
• Experience working in a remote call center environment.
• Familiarity with quality assurance and performance improvement initiatives.
• Experience with EHR and call center reporting systems.

Benefits

• Healthcare Options: PPO, HDHP, and Surest plans with a $100/month tobacco-free discount.
• Dental & Vision Insurance.
• 401(k) with Annual Employer Contributions.
• Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more.
• Employee Assistance Program (EAP): Employer-paid support for life’s challenges.
• Generous Paid Time Off: Up to 4 weeks of PTO starting out. (Increases with tenure).
• 7 paid holidays + 2 floating holidays.