About Plano Orthopedic & Sports Medicine Center

We believe in the power of kindness, the importance of teamwork, and the value of each patient’s journey.  At Plano Orthopedic & Sports Medicine Center, we pride ourselves on our 45+ years of service to the community, delivering exceptional healthcare with a personal touch. Our culture is built on the core values of integrity, respect, compassion, service, a positive attitude, and teamwork. Here, you'll find more than a job, you'll find a supportive environment where your contributions truly matter.  If you thrive in a dynamic, patient-centered environment and take pride in delivering exceptional service, this is the organization for you!

About the role

Are you a skilled and compassionate Medical Assistant with a talent for helping patients over the phone? Our reputable orthopedic practice is looking for a Telephone Triage MA who thrives in a fast-paced clinical environment and can provide patients with trusted, timely guidance over the phone.

This is an excellent opportunity to join a collaborative clinical team where your communication skills and orthopedic knowledge can make a real impact every day. You'll be the reassuring voice our patients hear first, answering clinical questions, managing provider messages, and guiding patients through their orthopedic care.

What you'll do

• Respond to inbound patient calls in a timely, courteous, and professional manner.
• Conduct thorough symptom-based triage and communicate patient concerns to providers based on urgency and priority.
• Use electronic health records (EHR) to document all patient interactions, provider messages, and follow-up needs.
• Educate patients on orthopedic conditions, post-op expectations, medication instructions, and home care guidance per physician protocols.
• Route messages, prescription refill requests, and appointment concerns to appropriate departments or staff members.
• Coordinate with front desk, clinical staff, and physicians to ensure seamless patient communication.
• Follow HIPAA guidelines to maintain patient confidentiality and proper documentation.
• Monitor provider messages and work queues to ensure prompt responses and resolution of patient concerns.

Qualifications 

• Required: Certified/Registered Medical Assistant (CMA/RMA) or equivalent experience in a clinical orthopedic setting.
• Preferred: Minimum 2 years’ experience in telephone triage or clinical call handling, ideally in orthopedics or a specialty practice.
• Knowledge of orthopedic terminology
• Strong verbal communication, and active listening skills.
• Proficiency in EMR/EHR systems (e.g., Athenahealth).
• Ability to multi-task and remain calm in a fast-paced environment