For many patients, their first interaction with The Orthopaedic Group doesn’t happen in an exam room—it often starts with a phone call.
Whether someone needs to schedule an appointment, find the right orthopaedic specialist, ask about a location or service, or get help following an injury, our Phone Room Team is often the first connection to care.
And they stay busy.
During just five business days, our Phone Room Team managed more than 18,000 calls and nearly 520 hours of combined talk time. In addition to phone calls, the team handles approximately 1,000 online and faxed appointment requests each week from patients and referring healthcare providers.
Those numbers offer just a glimpse into the work happening behind the scenes every day to connect patients throughout Mobile, Baldwin County, and the Alabama Gulf Coast with great orthopaedic care.
More Than Just Answering Phones
Scheduling appointments is an important part of what our Phone Room Team does, but their role extends far beyond answering the telephone. The team serves as a communication hub connecting patients, physicians, hospitals, emergency departments, urgent care centers, primary care providers, specialty practices, and our clinical teams. When a referring physician needs to send a patient to an orthopaedic specialist, a hospital calls for an orthopaedic consult, or a patient isn’t sure which provider they need to see, our Phone Room Team helps get the process started. They must understand our physicians and advanced practice providers, orthopaedic specialties, clinic locations, services, and schedules to help each patient get where they need to go.
What Our Phone Room Team Does
Throughout the day, the team helps with:
- Scheduling new and established patient appointments
- Connecting patients with the appropriate orthopaedic specialist
- Answering questions about providers, locations, and services
- Assisting with appointment changes and follow-up scheduling
- Processing online appointment requests
- Processing faxed referrals from physician offices
- Coordinating hospital requests for orthopaedic consultations
- Scheduling patients referred by other healthcare providers
- Directing calls and messages to the appropriate departments
- Communicating with clinical teams throughout The Orthopaedic Group
Behind every interaction is someone looking for help, and the Phone Room Team works to make that next step as easy as possible.
Helping Patients Find the Right Orthopaedic Care
With physicians and providers specializing in different areas of orthopaedics, connecting a patient with the right provider is an important part of the process. Patients may be seeking care for joint pain, sports injuries, fractures, spine conditions, hand and upper extremity problems, foot and ankle conditions, pediatric orthopaedic needs, or other musculoskeletal injuries and conditions.
Our Phone Room Team helps patients navigate those options and connect with the appropriate provider or service. For injuries that need more immediate attention, they can also provide information about our OrthoASAP Walk-In Clinic and available orthopaedic care options.
That knowledge helps make the Phone Room much more than a call center. It’s an important part of how patients access care throughout The Orthopaedic Group.
Why Their Work Matters
More than 18,000 calls in five business days sounds impressive—and it is—but each of those calls represents a person. It could be a parent calling about an injured child, an athlete who was hurt during a game, someone struggling with joint pain, a patient preparing for surgery, a physician’s office referring a patient, or a hospital requesting an orthopaedic consultation.
Our Phone Room Team helps make those connections happen.
We are proud to recognize the professionals who serve as the voice of The Orthopaedic Group and help patients and referring providers throughout Mobile, Baldwin County, and the Alabama Gulf Coast connect with expert orthopaedic care every day.
From the first call to the first appointment, our Phone Room Team helps keep our patients connected to care.
Need Orthopaedic Care?
Whether you’re dealing with a new injury, ongoing joint pain, or need to see an orthopaedic specialist, our team can help connect you with the right provider.
Schedule an Appointment Online or learn more about OrthoASAP Walk-In Clinic for same-day orthopaedic care.
