Call Center Representative

Call Center RepresentativeCapital Area Health Network (CAHN)Richmond, VA—On‑Site PositionMake a real impact with Capital Area Health Network (CAHN), a dynamic and growing Federally Qualified Health Center (FQHC) located in the heart of Richmond, VA. We’re expanding our team and seeking talented, mission‑driven professionals who want to elevate community health. At CAHN, we innovate, we serve with purpose, and we are just better. Step into a role where your work creates lasting change.Our Core ValuesCompassion—We treat every person with dignity and fairness, ensuring no one feels alienated or discriminated against.Accountability—We safeguard the confidentiality of patients and staff and maintain transparency with our community and stakeholders.Reverence—We uplift those we serve, fostering mutual respect and shared humanity.Excellence—We commit to continuous learning and deliver culturally responsive, high‑quality care.Stewardship—We manage resources responsibly for the benefit of both CAHN and the communities we serve.Who We AreCAHN offers comprehensive primary care, dental services, and behavioral health support, ensuring every individual receives the quality care they deserve—regardless of background or circumstance.Our Mission:To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.Discover a place where your work makes a difference.Discover Capital Area Health Network.Job SummaryThe Call Center Representative is responsible for answering inbound calls for CAHN’s Call Center and must demonstrate strong verbal communication skills. This role includes scheduling medical appointments and transportation for new and existing patients while ensuring culturally and linguistically appropriate service.Essential FunctionsThe following duties are essential functions of this position. Reasonable accommodations may be made, in accordance with the ADA, to enable individuals with disabilities to perform these functions.Answer phone calls and respond to online appointment requests.Accurately schedule patient appointments for all providers and locations, using knowledge of provider specialties, schedules, and insurance requirements.Enter or verify personal, demographic, and billing information for new and established patients.Obtain and confirm identification, insurance, and income information as needed.Coordinate transportation requests in collaboration with the Transportation Department.Identify and resolve patient issues using eClinicalWorks and communicate with CAHN staff when necessary.Educate patients on the importance of making and keeping appointments.Provide general educational information to patients as appropriate.Recognize, document, and report trends in patient calls to the supervisor.Update patient information in the Electronic Health Record (eClinicalWorks).Perform administrative duties and related tasks as assigned by management.Adhere to all CAHN standards, guidelines, policies, and procedures.Perform other duties as assigned.ScheduleMonday-Tuesday 8:00 a.m. - 7:00 p.m.Wednesday-Friday, 8:00 a.m.–5:00 p.m.Occasional extended hoursOn-site positionThis is an on‑site position.Benefits at CAHNWe value our team, and it shows in our comprehensive benefits package:Health CoverageMedical, Dental, and Vision InsuranceSecondary Gap InsurancePrescription Drug PlanSupplemental Policies through Colonial LifeFinancial Security401(k) Retirement Plan with up to 3% Company MatchEmployer‑Sponsored Short‑Term DisabilityEmployer‑Paid Life and AD&D InsuranceWork‑Life BalancePaid Time Off (PTO) accrued beginning Day 1Self‑Care Floating Holidays8.5 Paid HolidaysAdditional SupportEmployee Assistance Program (EAP)Public Service Loan Forgiveness (PSLF) eligibilityWe are committed to supporting your well‑being—at work and beyond.Education and ExperienceHigh school diploma, GED, or equivalent required.One to three years of progressive customer service experience.Experience in a call center and/or medical office strongly preferred.Familiarity with eClinicalWorks is a plus.Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.QualificationsTo perform this job successfully, the individual must be able to perform each essential function satisfactorily. The requirements listed represent the knowledge, skills, abilities, and characteristics needed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.DisclaimerThis position may involve exposure to infectious agents, including HIV, hepatitis, and tuberculosis. The duties and responsibilities listed are intended to represent essential job functions and may be modified in accordance with ADA accommodations. This job description is not a comprehensive list of all duties or requirements. Employees may be assigned additional responsibilities as directed by their supervisor, with reasonable accommodations provided as needed.Education and Experience:High school diploma or equivalent required.Associate or bachelor’s degree in healthcare administration, business, or related field preferred.Required Knowledge, Skills and Abilities:Minimum of 2–3 years of supervisory experience in a call center or customer service environment.Experience in a healthcare setting, preferably in an FQHC or community health center, is strongly preferred.Working knowledge of EHR systems (e.g., eClinicalWorks, NextGen, Epic) is a plus.Skills:Excellent communication, interpersonal, and leadership skills.Strong problem-solving and conflict-resolution abilities.Proficiency in Microsoft Office Suite.Bilingual (English/Spanish or other language commonly spoken by patient population) preferred.Work Environment & Physical Demands:OfficeAbility to sit for extended periods and use a computer and telephone headset.Occasional lifting of office supplies or materials under 20 lbs.Our Core Values“Values that matter…because CAHN C.A.R.E.S.”CompassionAccountabilityReverenceExcellenceStewardshipCommitment to Diversity, Equity, and Inclusion:Capital Area Health Network is an Equal Opportunity Employer. Our intention is to be an organization that shows up for people, enabled by a culture of belonging that is rooted in diversity, equity and inclusion and reflective of the people and community we serve. We commit ourselves to enabling a workplace and a world where everyone feels they belong and unlocking potential for people everywhere. When no one gets left behind, when we move forward together, we can create limitless possibilities for all.NOTE: Capital Area Health Network reserves the right to modify, interpret, or apply this job description, as it desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will”. The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities. #J-18808-Ljbffr Vernon J Harris East End Community Health Center