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Phone Intake Coordinator

Orthopaedic Surgery Specialists (OSS)
Burbank, CA
$18 - $21 an hour - Full-time


Burbank, CA

Pulled from the full job description

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Full job description

OSS is comprised of six orthopaedic physicians, one pain management physician, four physician assistants and multiple physical and hand therapists. OSS takes care of patients’ musculoskeletal health with diverse, comprehensive, and well-coordinated services. Located in the greater Los Angeles areas of Burbank and Glendale, OSS is affiliated with Providence Saint Joseph Medical Center, Adventist Health Glendale, and two independent ambulatory surgery centers. The practice highly values compassion, inclusivity, and state-of-the-art patient care. OSS is a BUSY practice and wants to hire individuals who are committed to teamwork, excellence, and personalized care for every individual seeking services, regardless of their identity, lifestyle, medical and social history, age, or finances.

Position Summary:

The role of the Phone Intake Coordinator (PIC) is to be the voice of MSK when a patient, family member, vendor, physician office, insurance, or physical therapy clinic calls the office. The PIC creates the initial tone of a patient’s experience with us. The PIC is important in obtaining the correct patient information that will allow effective benefit verification and scheduling of the patient. The PIC is integral in scheduling the patient with the correct provider within a reasonable time frame and responding to inquiries through the Internet and patient portal.

Job Responsibilities: Duties will consist of, but not be limited to:

  • Answering phones using approved scripting
  • Interviewing patients on the phone to determine their need and the appropriate provider(s) to be scheduled with
  • Scheduling of patients into the provided practice management system
  • Appropriate canceling and rescheduling of patients (as possible)
  • Obtaining of patient’s personal and insurance information that will allow for efficient research into their benefits
  • Take accurate phone messages and get to the correct person
  • Follows up with patients in a timely fashion
  • Assists patient with arranging for any prescriptions the physician orders including ancillaries and medications
  • Assist with patient’s calling in for refills of medications
  • Work with the company website addressing the online requests for questions and appointments in a timely fashion.
  • Can easily maneuver through a patient’s EHR to gain necessary information
  • Assists with med/legal requests/needs
  • Assisting with the ordering of supplies and managing storage of them.
  • Insurance verification and Medicare status investigation
  • Maintaining a clean environment including shared cleaning duties.
  • Maintain HIPAA Compliance
  • Attending meetings as requested
  • Other duties as assigned

Minimum Education:

  • Employee will have a minimum of a high school diploma

Skills Required:

  • Excellent communications: verbal, non-verbal, written
  • Excellent phone presence
  • Good interpersonal skills
  • Ability to multi-task and attention to detail
  • Ability to problem solve for good outcomes
  • Strong computer skills including:
  • Microsoft Office
  • Practice management/Appointment schedules
  • Scanning
  • Printing
  • Copying of files and CD’s
  • Familiarity with medical legal needs within a medical office
  • Data Entry
  • Good understanding of anatomical terms and orthopedic injuries
  • Belief that their efforts are an important piece to the patient experience.

Reports to:

  • Directly to the Office Manager and COO
  • Partners and Medical Professionals have indirect oversight as well

Work Environment:

  • Work area is temperate
  • Well-lit
  • Moderate noise level including voices, printers, and ringing phones
  • Use of headset
  • Walking surfaces are low nap carpet, tile, and manufactured flooring

Physical Requirements:

  • Primarily a seated job
  • 100% on the computer
  • Lifting requirement is normally less than 20#
  • Walking distances are occasional and no greater than 50 yards unless walking to or from the parking garage
  • Heavy phones

Job Type: Full-time

Pay: $18.00 - $21.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Healthcare setting:

  • Outpatient

Medical specialties:

  • Orthopedics


  • 8 hour shift
  • Monday to Friday
  • Weekends as needed

Ability to commute/relocate:

  • Burbank, CA: Reliably commute or planning to relocate before starting work (Required)


  • Customer service: 1 year (Required)
  • Medical terminology: 1 year (Required)
  • Computer skills: 1 year (Required)
  • Multi-line phone systems: 1 year (Required)


  • Armenian (Preferred)
  • Spanish (Preferred)

Work Location: In person