Disability Coordinator​/Call Center Representative; CSR

Overview

Disability Coordinator / Call Center Representative (Appointment Scheduling) – Full Time (In House)

New Hampshire Orthopaedic Center (NHOC) is seeking a Disability Coordinator / Call Center Representative to join our team full-time in our Nashua office (17 Riverside St., Nashua, NH). This is an in-house position, Monday–Friday, 40 hours/week.

This dual-role position supports NHOC patients and providers by serving as a key point of contact for inbound calls, scheduling appointments, and coordinating patient disability-related cases. The individual in this role will ensure disability paperwork is handled accurately and timely, patient communication is professional and supportive, and scheduling is completed efficiently while maintaining confidentiality and compliance with HIPAA standards.

• Call Center / Appointment Scheduling
  • Answer inbound calls in a professional, timely manner
  • Schedule new and follow-up patient appointments based on provider availability and visit type
  • Collect and verify patient demographic and insurance information
  • Provide accurate information regarding office locations, directions, hours, and appointment preparation
  • Route calls to appropriate departments (clinical staff, referrals, billing, medical records, etc.)
  • Document all call details in the scheduling system/EMR
  • Manage voicemails and callback requests promptly
• Disability Coordination (Patient-Facing)
  • Coordinate and manage patient disability-related cases from start to completion
  • Process and track disability paperwork including:
    • short-term disability (STD)
    • long-term disability (LTD)
    • work restrictions / return-to-work forms
    • employer forms and related documentation
  • Track deadlines and follow up to ensure timely completion and submission
  • Communicate with patients, providers, clinical staff, employers, and disability carriers
  • Ensure paperwork is complete, accurate, and submitted within required time frames
  • Maintain organized records of forms and correspondence in the EMR and/or tracking system

• High school diploma or equivalent required
• 1–2 years of experience in a medical office, patient services, scheduling, or call center role preferred
• Strong customer service and communication skills (phone and written)
• Excellent attention to detail and ability to manage multiple priorities/cases
• Comfortable working in a fast-paced environment
• Proficiency with Microsoft Office and ability to learn EMR/scheduling systems
• Commitment to patient confidentiality and HIPAA compliance