Call Center Representative

CommonSpirit Health•Edmonds, WA

8h•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. As our Patient Services Representative, you will help our patients and their families by providing essential operational support and scheduling services, so they can easily access the care they need with a seamless and positive experience. Every day you will represent VMMC during initial phone contact, answering incoming requests and assisting patients based on their individual needs. You will be expected to schedule, cancel, and reschedule patient appointments by assessing callers' specific needs through probing questions, while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service. You will also communicate efficiently and effectively, both written and verbally, with the clinical care team on behalf of the patient. To be successful in this role, you must demonstrate a high level of customer service consistent with VMMC's mission, goals, and service standards, and possess exceptional communication and organizational skills. "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
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
Ability to 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

Provide essential operational support and scheduling services to patients and their families.
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 extraordinary and efficient customer service.
Communicate efficiently and effectively, both written and verbally, with the clinical care team on behalf of the patient.