Call Center Representative

Overview

Job Summary and Responsibilities

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. You will represent VMMC during initial phone contact, answer incoming requests, and assist patients based on their individual needs. You will schedule, cancel, and reschedule patient appointments by assessing callers’ specific needs through probing questions, while maintaining patient confidentiality and providing extraordinary and efficient customer service.

You will communicate efficiently with the clinical care team on behalf of the patient. To be successful, you must demonstrate a high level of customer service aligned with VMMC’s mission and service standards, and possess exceptional communication and organizational skills.

We deliver inspired people to do meaningful work.

• 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), organization and attention to detail
• Ability to problem solve and multi-task; maintain confidences; knowledge of scheduling parameters, insurance concepts and patient registration software
• Knowledge of the VMMC system and providers to efficiently schedule appointments and answer questions
• Ability to meet and exceed service components of the position; knowledge of handling emergent calls
• Proven computer skills (website navigation, copy/paste, basic keyboarding)
• Demonstrated basic telephone skills (transfer, conference, placing a patient on hold)
• Team-oriented with a positive attitude; comfortable with ambiguity and flexibility

We are an equal opportunity/affirmative action employer.

Virginia Mason Franciscan Health combines CHI Franciscan and Virginia Mason in Washington state. Our integrated health system includes 11 hospitals and nearly 300 sites across the Puget Sound region with about 18,000 staff and 5,000 affiliated providers.

Benefits include:

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

Pay Range: $25.25 - $35.67/hour