CALL CENTER SPECIALIST

UHS•Washington, DC

7d•Remote

About The Position

Capital Medical Group is a newly acquired physician practice group within Independence Physician Management (IPM), a subsidiary of UHS. We are seeking an experienced and compassionate Medical Assistant to support our Pain Medicine practice and provide high-quality clinical and administrative support to patients and providers. At Capital Medical Group, our mission is simple but powerful: to provide personalized, innovative, equitable, and high-quality care that improves the lives of our patients and their families. As a large multi-specialty physician practice in the region, we support more than 50 medical and surgical specialties through a network of hospitals and care locations, including GW Hospital, Cedar Hill Regional Medical Center, GW Urgent Care, and affiliated sites throughout the DMV. This is an opportunity to make a meaningful impact in a growing healthcare organization where your work directly supports the patient experience and delivery of high-quality care. You will join a collaborative team that values innovation, accountability, teamwork, and excellence. Joining Capital Medical Group means becoming part of a mission-driven healthcare organization committed to excellence, innovation, and growth. The Call Center Specialist is responsible for providing patient access support for Capital Medical Group practices through the Contact Center. This position receives and processes patient calls related to appointment scheduling, registration, insurance information, and other patient access requests. The Call Center Specialist schedules appointments according to established workflows and decision trees, enters and updates patient information in Epic, and routes requests to the appropriate clinical or administrative department. The role requires professional and effective customer service while adhering to established policies, procedures, and patient privacy requirements.

Requirements

High school diploma or equivalent required.
Healthcare customer service, inbound call center, and/or scheduling experience preferred.
Experience in a medical office, healthcare Contact Center, or other patient-facing healthcare environment is preferred.
Excellent customer service and communication skills.
Ability to multitask and work effectively in a high-volume Contact Center environment.
Knowledge of healthcare scheduling, registration, insurance, and physician specialties preferred.
Ability to follow established scheduling guidelines, decision trees, and appointment protocols.
Knowledge of computers, telephone systems, electronic health records, and other department-specific applications.
Strong and accurate data-entry skills.
Ability to sit for extended periods while performing Contact Center duties.
Ability to hear and speak clearly over the telephone for extended periods.
Ability to use office equipment including computers, telephone systems, headsets, copiers, and other department-specific electronic applications.
Ability to perform repetitive keyboard and computer functions throughout the workday.
Ability to communicate clearly and professionally with patients, families, providers, and staff.

Responsibilities

Comply with all administrative, clinical, Human Resources, and departmental policies and procedures.
Actively support the mission, goals, and service standards of Capital Medical Group.
Receive and respond to patient calls in a timely and professional manner.
Handle patient requests for multiple medical practices while following established workflows and protocols.
Schedule appointments and procedures according to established scheduling guidelines and decision-tree workflows.
Complete new patient registration and update patient demographic and insurance information.
Verify insurance eligibility and provide patients with information regarding financial responsibility, as appropriate.
Enter and maintain patient information accurately in Epic.
Route calls, messages, and patient requests to the appropriate administrative or clinical department.
Provide accurate scheduling and service information to patients and other callers.
Promote patient access tools and online services, including MyChart.
Maintain patient confidentiality and comply with HIPAA requirements.
Work effectively with patients, families, providers, clinical staff, and other departments.
Support departmental and workflow changes as needed.
Meet departmental expectations for quality, productivity, attendance, and customer service.
Perform other duties as assigned.