Call Center Representative

Virginia Mason Medical Center•Edmonds, WA

21d•$24 - $31•Hybrid

About The Position

This position has the option to work remote after a 4-week minimum onsite training at the Edmonds Call Center in Edmonds, WA. The Call Center hours are Monday - Saturday 7:00am - 6:00pm and candidates must be available during these hours. Represents VMMC during initial phone contact by providing patients with appointments, information and other operation support services. Provides a high level of customer service in a manner consistent with VMMC’s mission, goals and service standards. Answers incoming requests and assists patients based on their needs. Schedules, cancels and reschedules patient appointments by assessing caller's specific needs through probing questions while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service. Communicates efficiently and effectively with the clinical care team, written or verbally, on behalf of the patient. "We deliver inspired people to do meaningful work."

Requirements

6 months of office and/or call center, customer service or healthcare experience
Familiarity with medical terminology and proficient in Microsoft Office products
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

Nice To Haves

Previous call center or health care or customer service experience preferred

Responsibilities

Represents VMMC during initial phone contact by providing patients with appointments, information and other operation support services.
Provides a high level of customer service in a manner consistent with VMMC’s mission, goals and service standards.
Answers incoming requests and assists patients based on their needs.
Schedules, cancels and reschedules patient appointments by assessing caller's specific needs through probing questions while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service.
Communicates efficiently and effectively with the clinical care team, written or verbally, on behalf of the patient.