Call Center Representative

• Help our patients and their families by providing essential operational support and scheduling services
• Represent VMMC during initial phone contact, answering incoming requests and assisting patients based on their individual needs
• Schedule, cancel, and reschedule patient appointments by assessing callers' specific needs through probing questions
• Maintain patient confidentiality
• Provide each caller with extraordinary and efficient customer service
• Communicate efficiently and effectively, both written and verbally, with the clinical care team on behalf of the patient

• 6 months of office and/or call center, customer service or healthcare experience
• Familiarity with medical terminology and proficient 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 navigation of 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

Previous call center or health care or customer service experience preferred

• Health/dental/vision
• FSA and HSA spending accounts
• 2 retirement plans
• Paid vacation and sick time
• Adoption assistance
• Wellness program
• Tuition reimbursement