Call Center Operator

About Us: New York Plastic Surgical Group (NYPS Group) is the largest and longest-running private and academic plastic surgery practice in the United States. With more than 20 board-certified plastic surgeons practicing across 10+ affiliated offices, ambulatory surgery centers, and over 20 hospitals, NYPS Group provides expert, comprehensive, and compassionate care. Founded in 1948, NYPS Group, a division of Long Island Plastic Surgical Group, is one of the nation’s most well-established plastic surgery practices, offering patients the collective expertise of specialty-trained surgeons dedicated to achieving exceptional outcomes.

Job Summary: New York Plastic Surgical Group is seeking a professional, service-driven Call Center Phone Operator to support a high-volume, multi-location practice. The Call Center Phone Operator is responsible for managing inbound calls, scheduling appointments, documenting and routing patient inquiries, and delivering an exceptional patient experience. The ideal candidate is organized, detail-oriented, and able to work efficiently in a fast-paced healthcare environment while meeting established service and productivity standards.

Work Location: This position is fully remote for candidates residing in New York, Connecticut, Delaware, Florida, Georgia, Michigan, North Carolina, South Carolina, or Virginia. Employees must maintain residency and perform work within one of these approved states.

Required Experience

Minimum of 2 years of experience in a call center, medical office, healthcare setting, or similar patient-facing environment. Strong customer service skills with a commitment to delivering an exceptional patient experience. Working knowledge of medical terminology and healthcare scheduling workflows. Ability to manage a high volume of calls while maintaining accuracy, professionalism, and efficiency. Strong verbal and written communication skills. Strong organizational, multitasking, and time-management skills. Proficiency in Microsoft Office, including Word, Excel, and Outlook. Experience using practice management or electronic health record systems; NexTech experience strongly preferred. Familiarity with patient registration, demographic updates, insurance verification, and eligibility processes. Ability to maintain confidentiality and comply with HIPAA requirements. Bilingual Spanish-speaking skills preferred but not required.

Key Responsibilities

Answer and manage inbound patient calls in a professional, courteous, and timely manner. Schedule, reschedule, and coordinate patient appointments across providers, specialties, and locations. Accurately document patient interactions, messages, and requests and route them to the appropriate department or team member. Verify and update patient demographic and insurance information, including eligibility verification when applicable. Provide patients with information regarding appointments, services, office policies, required documentation, and general inquiries. Maintain current knowledge of provider schedules, office locations, services, and appointment requirements. Monitor department communication channels, including email and electronic work queues, and respond within established service standards. Support departmental initiatives designed to improve patient access, service levels, productivity, and operational efficiency. Participate in training, coaching, quality reviews, and team meetings. Assist with onboarding and training of new team members as assigned. Support after-hours, overflow, or special coverage needs when required. Maintain compliance with HIPAA, privacy regulations, and organizational policies. Perform other duties as assigned.

Core Competencies

Delivers exceptional customer service and patient-centered support. Communicates clearly and professionally with patients, providers, and colleagues. Demonstrates active listening and accurately documents information. Maintains attention to detail while managing multiple priorities. Works effectively in a fast-paced, high-volume environment. Demonstrates reliability, accountability, professionalism, and sound judgment. Remains calm, adaptable, and solution-oriented during challenging interactions. Collaborates effectively with team members and cross-functional departments. Embraces performance feedback, coaching, and continuous improvement. Meets attendance, quality, and performance expectations.

Remote Work Requirements

Dedicated, private workspace free from distractions and excessive background noise. Reliable high-speed internet connection capable of supporting company systems and communications. Ability to remain on camera for meetings and training sessions when required.

Education Requirements

High School Diploma or GED – Required Associate degree – Preferred

WHAT WE OFFER

Comprehensive Health Benefits: Medical, Dental, and Vision Coverage. Voluntary Benefits: Options include Aflac (short-term disability, hospital, accident, and cancer coverage), long-term disability, life insurance, and pet insurance. Paid Time Off:19 PTO days per year, in addition to 8 paid holidays. Retirement Benefits:401(k) plan with a discretionary company match. Cosmetic & Med Spa Perks: Employee discounts on services and products at Deep Blue Med Spa. Additional discounts through PLUM Benefits.

7:30 AM - 3:30 PM 8:30 AM - 4:30 PM 10:00 AM - 4:00 PM 10:00 AM - 6:00 PM