Medical Phone Receptionist

About the role

We are seeking a focused and professional bilingual Medical Phone Receptionist to serve as the dedicated voice of our busy Tampa area gastroenterology practice. In this specialized role, you will focus strictly on telephone communications and triage routing, with absolutely no appointment scheduling or in-person front desk duties.

Key Responsibilities

• High-Volume Call Management & Routing
  • Operate multi-line phone systems efficiently, answering inbound inquiries with a professional, compassionate, and calm demeanor.
  • Identify the purpose of each call through targeted, polite questioning to determine if the patient is calling regarding symptoms, pathology results, billing issues, or prescription refills.
  • Route calls accurately to specific internal clinical or administrative lines, including nursing staff, billing specialists, the medical records department, or the endoscopy/procedure center.
• Message Care Coordination & Triage Assistance
  • Take highly detailed, precise medical messages when clinical staff are unavailable, accurately documenting GI-specific symptoms or prescription refill details.
  • Log communications in real-time into the practice's Electronic Health Record (EHR) software to ensure the care team has immediate access to critical message updates.
  • Recognize and escalate urgent GI calls according to clinic triage protocols, ensuring patients experiencing severe distress are immediately connected to medical personnel.
  • Provide basic non-clinical information to callers, such as confirming clinic office hours, clarifying physical location addresses, providing driving directions, and sharing fax numbers.

Qualifications & Requirements

• Education: High school diploma or equivalent.
• Experience: 1 to 2 years of experience in a high-volume healthcare environment, such as a medical call center, hospital switchboard, or specialist front office.
• Technical Skills: Proficiency with medical office communication systems, multi-line phones, and EHR software (e.g., Epic, eClinicalWorks).
• Skills: Excellent verbal communication, active listening, and high-speed data entry capabilities to log detailed messages while actively speaking with a patient.
• Knowledge: Familiarity with basic medical terminology is required; specific familiarity with digestive health or gastroenterology terminology is highly preferred.
• Compliance: Strict adherence to HIPAA privacy regulations, ensuring all telephonic patient data and clinical inquiries remain strictly confidential.
• Language: Must be bilingual.

Physical Demands

• The employee is frequently required to walk; sit; use hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal.
• The employee is occasionally required to stand and stoop, kneel, crouch or crawl and climb stairs.
• The employee should be able to lift and move up to 25 lbs.