Call Center Associate

At Viva Eve, we’re redefining women’s healthcare by combining compassion, expertise, and innovation. Our mission is to create an experience where every woman feels cared for, informed, and empowered. We live by our core values every day:

• Take care of each other
• Exceed patients’ expectations
• Quality in everything we do
• Small details are huge
• Pay it forward

If you share our passion for exceptional patient care and want to join a team that brings these values to life, we’d love to meet you.

Job Overview:

As the Call Center Associate, you serve as the voice of Viva Eve, becoming the initial touchpoint for our patients. Your role is pivotal in helping them comprehend our unique offerings and in preparing them for a healthcare experience that is unparalleled. Stationed at our state-of-the-art OBGYN office in Forest Hills, the ideal candidate embodies professionalism, dedication, and collaborative spirit.

Title: Call Center Associate

Department: New Patient Call Center

Reports to: Call Center & Patient Concierge Sales Manager

Location & Schedule:

• Schedule: Monday through Saturday, with shifts from 8 a.m. to 4 p.m. or 11 a.m. to 7 p.m. Open availability is required.
• Compensation: $18-$22 Per Hour.
• Comprehensive benefits: PTO (Paid Time Off), 401(k), Medical, Dental, Vision Insurance, and Pre-tax Commuter benefits.
• Additional perks:
  Employee Assistance Programs
• Please note: Applicants must be currently authorized to work in the United States on a full-time basis. The Company is unable to provide immigration sponsorship or other support for work authorization for this position, either now or in the future.

Responsibilities:

• Facilitate new patients with forms and inquiries prior to their first appointment.
• Engage with patients who missed or canceled their appointments.
• Address and resolve concerns and questions of new patients.
• Handle phone inquiries from new patients and serve as the central contact for business-related calls across our locations.
• Assist in scheduling appointments for new patients.
• Educate new patients about our services, insurance policies, operational hours, and other pertinent details.
• Follow up with inbound leads promptly.
• Interact courteously and professionally with patients over the phone.
• Efficiently utilize Electronic Medical Records (EMR) and Salesforce to record patient details.
• Collaborate with our team and insurance providers to obtain authorizations and verify insurance.
• Document patient referrals in our EMR and CRM systems (Athena One and Salesforce)
• Undertake general clerical tasks and demonstrate the utmost professionalism in handling confidential information.
• Uphold HIPAA compliance consistently.

Qualifications:

• Minimum of 1 year of experience in inside sales, customer service, patient services, or similar roles is required.
• College or Junior College Diploma or equivalent is preferable.
• Proven ability to communicate effectively across different experience levels, backgrounds, and cultures.
• Proficiency in Microsoft Office and Google Suite required.
• Exceptional multitasking and organizational skills.
• Adaptable, versatile, and willing to work in an evolving environment.

Preferred Qualifications:

• Experience with EMR/EHR systems, particularly Athea One.
• Familiarity with medical terminology and prior experience with insurance verification.
• Bilingual capabilities and CRM experience, particularly Salesforce.

Viva Eve is an equal opportunity and affirmative action employer. We are committed to fostering a diverse, equitable, and inclusive workplace. We prohibit discrimination and harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

We comply with all applicable federal, state, and local laws.