Call Center Representative

Job Summary

You will help our patients and their families by providing essential operational support and scheduling services, ensuring they can easily access the care they need with a seamless and positive experience.

Responsibilities

• Answer incoming requests and assist patients based on their individual needs.
• Schedule, cancel, and reschedule patient appointments by assessing callers' specific needs through probing questions, while maintaining patient confidentiality.
• Communicate efficiently and effectively with the clinical care team on behalf of the patient.
• Represent VMMC during initial phone contact and provide extraordinary and efficient customer service.

Requirements

• 6 months of office and/or call center, customer service or healthcare experience.
• Familiarity with medical terminology and proficiency in Microsoft Office products.
• Previous call center or health care or customer service experience preferred.
• Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail.
• Ability to problem solve and multi-task; keep confidences; knowledge of scheduling parameters, insurance concepts and patient registration software.
• Knowledge of VMMC system and providers is necessary to efficiently schedule appointments and answer questions.
• Ability to meet and exceed service components of this position; knowledge of how to handle calls that are emergent in nature.
• Proven computer skills (accessing and navigating websites with the ability to copy and paste information and basic keyboarding).
• Demonstrated basic telephone skills (transfer, conference, placing a patient on hold).
• Excel in a team-based environment with a positive attitude; comfortable with ambiguity and the ability to be flexible.