Call Center Representative

Where You'll Work

Virginia Mason Franciscan Health brings together two award-winning health systems in Washington state CHI Franciscan and Virginia Mason. As one integrated health system with the most patient access points in western Washington, our team includes 18,000 staff and nearly 5,000 employed physicians and affiliated providers. At Virginia Mason Franciscan Health, you will find the safest and highest quality of care provided by our expert, compassionate medical care team at 11 hospitals and nearly 300 sites throughout the greater Puget Sound region.


Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes a comprehensive compensation and benefits package, and the opportunity to live in one of the most livable cities in the nation, you will find that an opportunity with Team Medicine is one worth taking.


Job Summary and Responsibilities

As our Patient Access Specialist (Call Center 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.

Please Note:

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.

One application is sufficient, we ask that you do not apply to multiple of the Call Center Representative jobs.

Job Requirements

• 6 months of office and/or call center, customer service or healthcare experience
• Familiarity with medical terminology and proficient in Microsoft Office products
• Previous call center or health care or customer service experience preferred
• 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; 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